“ Providing Excellent Customer Service ”. . . everyone knows what that is supposed to mean. . . in fact much of what is required is simply common sense (it just isn't always common practice!) What gets in the way? Difficult customers, difficult situations, and even difficult co-workers can hamper our success. Exceeding Customer Expectations: trengthening Customer Relationships looks at the many the facets and elements needed to provide excellent customer service in a business setting and allows participants to review service strategies and learn new tools to put into their service “toolkit.” Participants emerge from these fun, high-energy sessions renewed, refreshed, and able to handle their day-to-day service challenges with more energy and enthusiasm and less stress and tension.

This customer service training program combines elements of customer service skill development with continuous improvement and team building principles, and the program is easily customizable (including content, course title, and cover artwork changes) to meet a client's specific needs and training objectives.

What Does This Program Offer?

	• A flexible format consisting of 8 modules, 3-4-hours each. Each module can “stand alone” or be woven into a comprehensive customer service training program
	• A fully-scripted Leader Guide for easy Train-the-Trainer implementation
	• Interactive exercises, discussions, games, practices, and case studies
	• Use of Inscape Publishing's DiSC Classic Profile®, DiSC ‘People Reading' Guide, and DiSC Customer Service Action Planner
	• Illustrative PowerPoint presentation, video, and audio support
	• A team development tool kit to facilitate continuous improvement efforts back on the job

What Makes This Program Unique?

	• We recommend that managers and employees participate together to acquire service skills, develop departmental service standards, service measures, and service improvement action plans.
	• We understand that "training is an event but learning is a process." This program incorporates skill development with TQM and team building principles that can launch an ongoing organization-wide continuous improvement process.

What Does the Program Contain?

Module 1 (Service Awareness): What is Excellent Service and How Do I Provide It?

	Customer Service Elements – What Works, What Doesn't
	“Moments of Truth” and the Service Chain
	Defining Service Standards – What “Just Has To Be There”
	Service Attitudes – Every Customer Deserves a Fresh Pair of Ears and Eyes.

Module 2 (Service Styles) Different People . . .Different Needs

	Determining My Service Style
	Understanding Different People and Different Needs
	Developing Flexibility and Versatility to Meet Customer Needs

Module 3 (Communications and Problem Solving): Improving Service Provider Techniques

	Active Listening: Insuring Message Sent Is Message Received
	Professional Telephone Skills and Face-to-Face Interactions
	Problem Solving: Negotiating Win/Win Solutions to Customer Requests

Module 4 (Hostility Management) Dealing with Angry/Upset Customers

	Handling Angry/Upset Customers: Success Strategies When You Are the “Hostility Manager”
	Maintaining Composure and Professionalism when “Under Fire”
	Knowing When to Flex and When to Set Limits
	Identifying Really Difficult People
	Ten Difficult Types and How to Deal With Them
	When You Need to Say “No”
Module 5 (Written Communications) Using Email in Customer Service
		An Understanding of Email – When to Use, When Not
		Email “Netiquette”
		Using Email as a New Form of Business Writing
		Managing the Multitude of Emails
		Using Email to Enhance Customer Service Efforts

Module 6 (Intact Team Work): “Raising the Bar” – Continuous Improvement

	Identifying Our Customers & Service Partners
	Developing Our Service Standards and Measurements
	Identifying Our Team Strengths and Challenges
	Identifying and Removing Barriers to Giving Good Service
	Developing Ongoing Continuous Improvement Action Plans

Module 7 (Intact Team Work) Building the Team
	Elements of Successful Team Performance
	Defining High Performing Teams
	The Tuckman Team Building Model and Communications Comfort Ladder
	Crafting our Team Purpose Statement
	Defining our Team Values and Operating Guidelines
	Examining Service Team Member Roles – How is the Work Getting Done?
	Reviewing Team Policies, Procedures, Resources and Knowledge – Is this the Best Way for the Work to Be Done?
	Team Climate Inventory
	What Next: Additional Action Plans to Build a Strong Service Team

Module 8 (Management Reinforcement) Reinforcing Service Team Performance

	Supporting Departmental Service Standards
	Empowering the Service Team – Sharing Power
	Motivating and Recognizing Superior Service Performance
	Coaching Service Performance Issues
	DiSC Behavioral Styles and Coaching Service Performance
	Putting It All Together: The Manager's Role in Insuring that Excellent Service Happens

(Individual modules are available as separate leader guide and participant workbook materials and can be quoted depending on which modules are selected.)