>> Performance Programs

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

Session 4:

When Things Go Wrong: Recovery Strategies

Resolving a client's problem upon arrival saves everyone time, money, and stress; while reducing workload and client dissatisfaction.

In this session, we will examine where service breakdowns occur during normal operations and develop recovery strategies that will prevent a service meltdown. We will review when and how to recover, how to handle embarrassing situations, difficult clients, and emotional confrontations. We will learn that exceptional service is not perfect service, that emotional detachment is the key to managing client hostility, and what to do when you have had enough. We will discuss the different levels of customer dissatisfaction, how they got there, and methods to personalize our recovery to these clients.

During the individual coaching sessions following this general session, we will develop recovery standards for service breakdowns based upon participant personality profiles and build them into the service plan.

Session 5:

Value-Added Service Planning

Productive, long-term client relationships demand personalized attention, visibility, viability and regular value reminders. Properly balanced, consistent service strategies naturally develop into sales opportunities, as needs are identified and satisfied, while these sales opportunities in turn, create new service strategies. Each service event is only a part of an on-going process.

Your relationship, whether new or existing, is only as healthy as your ability to service it and is vulnerable to your competitors only to the extent that you have failed to provide the required value that differentiates you from the field.

In this session we will outline numerous value-added techniques and build a client support system that is designed to function in concert with each participant's exceptional service plan. We will also review the history of service and the differences between "normal" and value-added service. Participants will be requested to finalize their exceptional service plan for presentation at the next session.

During our individual sessions, we will review the exceptional service plan, make any required modifications, and prepare the participant for the session six presentations.

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