Christine shares some practical tips for creating service standards, providing resources, modeling behavior and setting the stage for “dazzling” service.

The following outline is for a two-day program but may be edited to one day or one-half day:

You will learn and apply

• How Customer Service Affects Profitability
• The Manager’s Role and Influence over Service
• The Seven Keys to Dazzling Service

You will develop new skills:

• How to lead and inspire a customer service team
• Reduce or eliminate customer complaints
• Turn customer problems into opportunities
• Dramatically increase customer retention
• Establish a reputation for the best service in the industry

Program content/outline:

• The State of Customer Service in 2007
   
• Your Real Job – The Customer Service Pledge
   
• Seven Essential Leadership Principles
   
• Managing Dazzling Service
   
• The Seven Keys to Dazzling Service
   
• How leaders affect the bottom line:
  • Supplying resources
  • Hiring the right people
  • Setting the standards
  • Training
  • Communication
  • Teambuilding
  • Expecting accountability
  • Providing rewards & Incentives
  • Being consistent
  • Modeling exceptional service
  
  
• An Overview of great service organizations
  • Disney
  • Nordstrom
  • Ritz Carlton
  
  
• What affects service today
  • Internet
  • Call centers
  • Cell phones
  • Satellite
  • Cable
  • Re-engineering
  • TQM
  • Labor Shortages
  • Generation Xrs, Yrs and Boomers
  
  
• Essential Leadership Qualities for the Service Leader
  1. Have passion and pride
  2. Enjoy people
  3. Have knowledge of your business and industry
  4. Be willing to go the extra mile
  5. Be knowledgeable and concerned about your customer
  6. Be a motivator
  7. 1.Be a discerning customer yourself
  
  
• Eight Ways to Manage the Service Team
  1. Hire and train the right people
  2. Establish clear expectations, standards, and guidelines and demonstrate the kind of service you expect
  3. Don’t do what’s best for YOU, but best for the customer.
  4. Determine and communicate priorities
  5. Know your customer intimately
  6. Problem solve, make decisions and teach your staff to do so
  7. Communicate, communicate, communicate
  8. Empower your employees
  
  
• Overview of the Seven Keys to Dazzling Service
  1. Know your Customer
  2. “Make Me Feel Important”
  3. Exceed Their Expectations
  4. Make It Effortless
  5. Keep Your Promises
  6. Set the Stage
  7. Use C.A.R.E.