FEELINGS
CUSTOMER SERVICE EXCELLENCE MASTERING THE ART OF SERVICE
Who Should Attend
- Service professionals, leaders, and champions that want to develop and enhance their service skills and attitudes.
Purpose of the Workshop
- Achieves a positive transformation in employees.
- Increases awareness of customer needs.
- Builds spirit.
- Improves skills for dealing with customers.
- Increases employee self-worth.
- Improves communication and cooperation with employees.
Workshop Objectives
- Increase sales and profits.
- Increase customer count and customer base.
- Increase repeat business and expenditure by customers.
- Increase positive word-of-mouth advertising.
- Reduce customer complaints.
- Build customer loyalty and employee teamwork.
- Reduce employee turnover.
- Improve attitude, morale, and communication of employees.
- Improve your image in the marketplace.
- Reinforce your customer service philosophy.
What You Will Learn
- How customers decide where they’ll do business.
- How body language conveys one’s attitude.
- How to do their job better.
- How every person in the company is important.
- How to develop self-discipline and self-esteem.
- How to make the customer feel important.
- How to use the telephone more effectively.
- How to listen more effectively to customers.
- ; How to identify and satisfy customer expectations.
- How and when to make promises to customers.
- How to handle special problems, concerns, and complaints.
- Understand how attitudes are transmitted to others.
- Conduct a participants’ inventory of present customer attitudes and practices.
- Develop familiarity with positive and negative communication in customer relationships.
- Learn how to examine our daily need for positive feedback.
- Learn how to test your grasp of positive and negative communication and how to spot it.
- Understand other forms of communication ¾ Zero, Crooked, Plastic, and Hostile.
- Identify the consequences of communicating in a negative manner with customers.
- Learn why a positive self-image is essential to providing good quality service.
- Learn the “how-to” approach to communicate with customers.
- Practice vital telephone techniques.
- Master the art of listening to your customers.
- Learn how to ask good questions.
- Develop familiarity with the “how-to’s” of performing for customers and co-workers.
- Review ways of learning for the benefit of others.
- Know when to make promises.
- Avoid the danger of “too much knowledge.”
- Identify and overcome barriers to positive communication.
- Deal successfully with “problem” or “complaining” customers and co-workers.
- Understand the importance of service recovery and how to be empowered.
Technology Design
- FEELINGS is designed to be very FUN and ENTERTAINING in order to develop and hold each participant’s attention and interest in the program.
- FEELINGS is designed to focus on BASICS and FUNDAMENTALS. Front-line employees do not have the experience and expertise found in upper management. They need skills and techniques that they can use instantaneously to improve their level of performance.
- QUALITY PACKAGING includes professionally recorded videotapes that illustrate every day experiences. Music and humor add to the emotional impact. Participant workbooks and materials are user-friendly and attractively packaged, all designed to work together with participants in the process.
- EXPERTIENAL LEARNING allows for group participation and interaction, the most effective way of learning skills and changing behavior. FEELINGS builds teamwork and improved communication among all employees.
- The program focuses on PERSONAL GROWTH DEVELOPMENT. FEELINGS builds the self-worth, self-esteem, and skills of each employee. Graduates of the FEELINGS Customer Service Excellence program care more about their customers and more about their jobs. You will see an immediate improvement in behavior and attitudes.
Participant Materials
- A thoughtfully planned 110-128 page workbook leads each employee participant through leading-edge concepts, skills, and practices of customer service excellence. Exercises throughout the book reinforce and assist in the learning experience.
- Quality Technique Card
- Certificate of Accomplishment
- Customer Service Performance Standard: Excellent management tool to evaluate the behavior and performance standards of employees, provide feedback, coaching, and skill development.