REVITALIZE YOUR CUSTOMER SERVICE EXPERIENCE
Organizations need to create remarkable customer experiences in order to keep viable and retain good employees.
Our unique V.O.I.C.E.© Integrated Customer Service Model will help you meet and exceed customer expectations. We’ve created programs which will help your employees create and share customer value, identify the opportunities to excel at service and teach behaviors which will make a positive, remarkable customer impact.
Our program’s content is based on a marketing outside-in approach where employees’ understanding of their customers’ needs define and shape the experience to be created and then through employee involvement, we look at specific, customer-smart© ways to achieve the desired experience. We also employ emotionally intelligence concepts and practices to help your employees really connect and engage with customers and each other and to create a culture of service that retains customers and employees.
Choose from the following programs to revitalize your organization’s customer service experience. The length of each program is between one hour and a full training day and is determined by our customers’ objectives. Contact us and we’ll help you put together a package for your needs.
DESIGN THE SERVICE EXPERIENCE YOUR CUSTOMERS WANT USING AN OUTSIDE-IN MARKETING PERSPECTIVE
Examine the philosophy of service inherent in V.O.I.C.E. Model. Identify areas of strength and areas of improvement in delivering responsive, engaging service. Proactively explore how to exceed customer expectations Map Customer Points of Possibility to determine opportunities for proactively managing expectations Determine how to meet and exceed 5 Top Customer Needs on each point of customer contact.
DESIGN A “HAPPY TO WORK HERE” INTERNAL CUSTOMER EXPERIENCE AND ENVIRONMENT FROM THE INSIDE-OUT
Attendees are led through a lively interactive process that encourages their input about creating the kind of experience they would like as employees who serve your customers everyday. The goal is to engage their spirit and “ownership” by exploring how their roles fit into the organizational mission. Next we conduct the level of contributorship through an inventory that helps them to see what it means to “create value” and be accountable to outcomes. Then we examine specific behaviors that add value to the service experience and give them tools to build strong internal relationships to prevent workplace misunderstandings and create cooperation.
STOP TURNING OFF CUSTOMERS DUE TO YOUR PHONE EITQUETTE AND CALL MANAGEMENT PRACTICES
Are your phone practices creating a springboard for positive response or a sink-hole for negative reaction? How the phone is answered and subsequently managed creates an image in the minds of customers. Create a positive impression and set a positive tone through etiquette and call management. Explore how to: Answer a call. Place a call on hold. Transfer a call and accept transfer Take a message. Research information on phone. Close a call. Call management check list.
What would happen if each individual in your organization could ‘talk up’ your organizational value inside and outside your organization?
Create Signature-Value Messages of your organization’s value to share with customers and community. Involve your staff as members of your marketing team in your facility and out in the community. Give your staff a way to reach out with words of value about what you do and why it is important to the customer and community you serve. In a team-building activity, staff will create their own Signature Value Sound Bites, short value statements, to talk up organizational value of programs, promotions and products.
MANAGE CO-WORKERS AND DIFFICULT CUSTOMERS
Relationship Management is critical to creating great customer service experiences. What goes on the inside <within the individual and within the facility>, is reflected on the out-side <to the internal and external customers>.
• Identify and understand the motivation and approach of your interpersonal communication style so you can leverage strengths and opportunities for improvement and adapt your style to influence others
• Discover your ‘emotional triggers’ and learn how to self regulate your responses
• Identify and manage challenging internal and external customer-patrons. [Customer can choose from a list of “types” to be addressed that are relevant to their environment] The list of behaviors can include Angry, Passive Aggresssive, Gossiping, Slackers and Blaming-Complaining.
• Learn 8 communication strategies to apply in challenging situations
HOW TO READ A CUSTOMER: THE LANGUAGE OF BODY
What message are you sending? What message are you receiving? The body and face send ‘silent messages’ that pack a wallop by telling us what our customers want. Identify clusters of body signals to proactively anticipate how to serve customers better and enhance customer services experiences.
• Manage your body responses to communicate approachability, friendliness, confidence and competency and to avoid language that sends negative closed signals.
• Examine body cues that signal when the customer needs more information, help, space, and explanation.
• Explore how to use space, orientation, posture and positioning to defuse angry and defensive customer actions.
Contact us about this program.
CONTACT US for a complimentary consultation on how we can help you revitalize your customer service experience image.