Superior customer service is more than solving customer problems and knowing the business’s products well. It definitely includes these, but goes beyond. Superior customer service requires staff to anticipate customer needs. To anticipate needs means that employees must not only have genuine concern for customers’ well-being, but also have empathy — the ability to imagine the customers or guests’ emotional responses to their experience. In fact, staff must continually put themselves in the customer’s place. Customers who feel looked out for, whatever their needs make return trips.
PAUL HEMP
Senior Editor of Harvard Business Review
INTRODUCTION
- To win, an organization has to continuously position itself in front of its potential market and customers as an innovator of quality products.
- However, in a world where the difference between products offered by one organization from another is micro-thin, and largely a matter of perception, to remain on top of the pack as a winner comes down to one thing only – the ability to match a product with unmatched superior service.
- Superior service cannot exist in isolation. It begins with training but sustains through an attitude. And it is truism that attitude is a matter of culture that creates superior service standards throughout an organization – and becomes second-nature to every level of employees.
AIM OF THE COURSE
The aim of this 2-day program is to help create a new level of spirit of service, where employees at every level become brand ambassadors of the superior service standards that are synonymous with the name of the institution.
SCOPE
To begin with those teams (members, team leaders and managers) whose roles place them in direct contact with clients and customers (internal, as well as external) and vendors.
PROGRAM OBJECTIVES
- A superior service culture is a matter of engineering human behaviors and The proven methodology employed in this program along with being practical, sustainable and unique, will:
- Leverage your internal resources to cost-effectively scale and solve business issues.
- Develop a team of internal experts who serve as powerful change agents you can deploy throughout your organization.
- Guarantee valuable new ideas and action to upgrade service performance.
- Engage the whole organization to improve collaboration between internal and external service providers at all levels.
- Achieve speed to change, creating more value and effectively measuring ROI.
- Reinforce your core values and helps you build a service culture that is unique to your organization
- Strengthen positive elements and helps eliminate any unfavorable aspects of the culture you may currently have.
- Lead to new actions that make your culture more effective in achieving business goals, and more attractive to retaining your best employees.
- Feature an integrated set of activities and support to upgrade service performance quickly and build a self-sustaining service culture that grows stronger over time.
PROGRAM TAKE-AWAY BY DELEGATES ATTENDING
- Class-room learning and workshop activities combine to produce practical action steps:
- More proactive communication at every level
- Higher standards of service performance is a grass-root phenomenon
- What are the imperatives of a superior service culture?
- Managing and meeting the service expectations of both internal and external customers
- Greater speed, flexibility, and reliability
- Faster resolution of service problems
- Why a superior service culture is in the interest of all stakeholders?
- Why ‘superior service’ is a matter of corporate culture, and not individual performance!
PROGRAM CONTENTS
For better understanding and assimilation, the entire program is divided into the following 4 Modules
MODULE 1: Achieving Superior Service
Achieving Superior Service teaches fundamental service principle to raise service levels and improve the customer experience at every point of contact. In this essential two-day program, participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance.
MODULE 2: Building Service Partnership
Building Service Partnerships demonstrates the importance of building powerful and lasting partnerships with customers and colleagues. This two-day program provides effective tools and proven techniques to help participants increase service commitment, add service value and enjoy lasting win-win results.
MODULE 3: Increasing Customer Loyalty
Increasing Customer Loyalty teaches participants how to convert customers into loyal ambassadors, bounce back with service recovery, take care of angry customers, handle difficult service situations and manage customer expectations. This course is useful for everyone who serves external customers or internal service partners.
MODULE 4: Superior Service Leadership Workshop
The Superior Service Leadership Workshop is a highly interactive event, proven successful in a wide range of organizations, industries and cultures around the world. In this workshop, members of your top team will build alignment with each other, embrace a common service vision, and commit to take action as role models for superior service.