Service Excellence

Serving customers well is the responsibility of all employees—whether customers are from another department or whether they are your largest key account.

It is said that a delighted customer will tell an average of three people about his or her experience while a disgruntled or dissatisfied customer will tell fourteen! This kind of publicity about your company affects sales immensely. Because of this, serving customers well is the responsibility of all employees—whether customers are from another department or whether they are your largest key account. When employees have the skills to handle customer demands and complaints, both your organization and the employee benefit by reducing personal stress and solving problems more efficiently. Service excellence undoubtedly differentiates you from the competition.

Your employees may need these skills if:

• Customers make repeat calls to your organization for the same issue.
• Customer representatives often get angry and frustrated with customers.
• Leader frequently have to be called upon to solve customer complaints and problems.
• Representatives don’t recognize differences between customers and their situations.

Program Outcomes:

• A service excellence process to handle customer interactions.
• Understand customer preferences and problems.
• Handle customer contact in a way that builds confidence in your company.
• Involve customers in problem solving and create lasting buy-in to the solution.
• Recognize when to move the customer to a higher authority for assistance.