EXCEPTIONAL SERVICE

Description

To provide Exceptional Service, all of your employees must learn how to work together as a team and know what exceptional service looks like. This coaching session guides your employees through the complex maze of customer service attitudes, beliefs and skills. Working together, your team will learn how to identify customer serivce opportunities - inside and outside your organization - as well as how to capitalize on each opportunity for maximum profit.

Objectives

Sharpen customer service skills by teaching techniques in customer care, quality communication, value-added service, and problem solving
Generate a level of performance and commitment that develops an exceptional service culture through pride, professionalism, and team spirit
Provide a means of teaching employees through easy-to-learn, easy-to-remember steps to deal with customer situations and solve frustrating problems that come up in everyday encounters

Key Topics

Delivering Exceptional Service
Exceeding customer expectations
Discovering why everyone's important
Exhibiting customer care
Communicating Quality
Providing value added-service
Problem Solving
Exercising service recovery
Action Plan

Materials

Customers Mean Business Brochure
TIME Article Reprint

Participant Kit - Exceptional Service

Cashing In - book

Conduct this program yourself using the Facilitator Kit for the Retail or Supermarket version.

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