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We will conduct six, group training sessions over a six-month period. Immediately following each group session, one-on-one meetings will be scheduled with each participant to design, implement, and review individual service plans. Daily, weekly, and monthly business and personal goals and supporting activity will be established, tracked and reviewed for effectiveness. Group meetings are scheduled for two hours each. One-on-one meetings are scheduled for 30 minutes each. Each session will focus on key topical areas, as follows:
Basic Customer Service Strategies
Meeting Customer Expectations: Participants will receive a detailed overview of the principles and techniques that comprise our program. We will begin by identifying current organizational service standards and the impact that each has on your clients. We will discuss organizational and individual service strengths and weaknesses, identify the needs of your internal and external clients, and begin the development of a baseline service standards plan to enhance your strengths and minimize the effect of your weaknesses.
Participants will then review basic service skills such as manners, tone, empathy, professionalism, body language, saying no, etc. Client interactions, from greeting to closing, will be broken down and analyzed to determine which skills to apply with your clients and when they are appropriate.
Participants will be introduced to the client needs assessment tool that will be used to benchmark client expectations, intentions, and build the value-driven client service plans.
Prior to the next session, each participant will break down at least five customer interactions (both internal and external) that they have recently encountered. The baseline service standards for each part of these customer interactions will be presented in written form for discussion at our next session.
Following the general session, individual coaching sessions with each participant will provide answers to lingering questions and participant assistance in the daily application of and accountability to, our newly developed service strategy.
Key Skill Sets:
- Recognize service standards and performance benchmarks.
- Defining and meeting client expectations – using the client needs assessment tool.
- Establishing service accountability.
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