>> Performance Programs

Beyond Expectations
Exceptional Client Management Strategies for CSRs and Account Management Teams

Session 2:

A significant mind shift occurs when we tell our own impressive service stories. We learn that world-class and memorable service events are merely a matter of anticipating a client need and surprising them with a prepared response.

As we move away from in the moment, crisis-based service (a strategy that repairs but never builds) into a proactive and preemptive service posture, we will consistently surpass client expectations and quickly become known for our service delivery.

In this session, we will review proactive service strategies that are appropriate for your agency and your client population, define the behavior necessary to consistently support the initiatives, and adopt a new mandate that will elevate your service level from baseline to impressive. Individual coaching sessions with participants following this general session will be a review of individual basic service standards and an examination of where service enhancements can be added to the developing service plan.

Session 3:

Service Styles versus Service Standards.

How are we perceived by the people we meet? Are we seen as too pushy, too meek, too generic, or too different? Do we talk when we should listen, ask what we should know, or believe we know it all?

Each of us has a unique personality that comes with character strengths and character weaknesses. Learning to identify a client's personality and adjusting the service approach is a critical first step to building and maintaining trust and integrity in client relationships. In this session we will profile each participant's personality and discuss methods to highlight the strengths and reduce the impact of the defects. We will review sample client profiles and discuss their probable impressions, needs and adaptability. Finally we will reinforce the importance of listening and remaining cue sensitive.

Individual coaching sessions will be used to review the personality profiles in greater detail and to discuss the idiosyncrasies inherent in each personality type. We will review the service plan for accountability and consistent execution.

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