In today’s competitive marketplace, customer satisfaction is the cost of entry. It's critical to move ordinary customer service to extraordinary for a sustained advantage. Tap into comprehensive training to improve customer service skills. Classes are customized to your needs, and include role playing, question and answer sessions, interactive exercises and additional participatory exercises.
Click titles below to view sample classes:
Class 1: STAR Customer Service Training
Course Description
Your customers demand an exceptional guest experience. In return, they remain loyal, satisfied customers that make your organization thrive. Your front-line employees are key to this process, and serve as the face and voice of your company.
The STAR Training program delivers critical guest service skills training to motivate employees, improve customer satisfaction, enhance image, and increase repeat business.
Targeted training lets your customer service representatives communicate positively and professionally. They obtain the specific techniques to improve customer satisfaction with the highest standard of guest care.
Course Objectives:
- Understand guest’s needs and expectations.
- Practice relationship-building skills to build guest loyalty.
- Identify the “Moments of Truth” when in contact with guests and learn ways to make these moments memorable.
- Improve customer service level by using more effective words and phrases.
- Practice handling complaints effectively and efficiently.
Class 2: Creating Memorable Service Moments
- Understanding and appreciating customer needs and expectations
- The Moments of Truth Concept/On-stage
- How indifference impacts service interactions.
- Working with service partners.
- The negative impact of finger-pointing.
Handling Conflict and Resolving Differences
- How to handle the complaints.
- Dealing with resistance, anger, or emotional outbursts.
- Seeking solutions, identifying options.
- How to do deal with difficult people
- When we have to say “no”.
Tying It All Together
- Case studies and practices.
- Custom action plans.
Class 3: Moving from Ordinary to Extraordinary: Creating Memorable Service Moments
Course Description
Your most valuable and profitable customers have the strongest emotional bond with your company. Brand Loyalty is created one interaction at a time. This effective training program teaches employees how to create and deepen those emotional bonds with your customers, giving employees techniques to build loyalty for improved customer retention.
Training Objectives:
- Identify ways to create service moments that will surprise and delight your guests.
- Engage the emotions of a guest.
- Learn to become a Service Sleuth – making observations about guests’ clues and signals.
Class 4: Dealing with Difficult Customer Situations
Course Description
Customer service representatives learn the general guidelines for dealing with difficult customers in difficult situations. Customer service breakdowns are an inevitable reality for a variety of reasons. This training program helps employees effectively overcome those situations through active listening, effective communication, and techniques to turn those situations into a positive outcome, creating continued guest loyalty and memorable experiences with your company.
Course Objectives
- Demonstrate professionalism on the job while building a proactive, problem-solving culture.
- Use essential communication skills in dealings with customers.
- Recognize characteristics of human behavioral style and opportunities to adapt.
- Identify and utilize a structured process/model for conducting service transactions.
Why Customers Leave
- 9% leave because of competitors
- 10% leave for other reasons (move, death, etc.)
- 14% leave because of dissatisfaction with the product
- 67% leave because of an attitude of indifference on the part of a company employee.
- American Society of Quality
