This workshop focuses on both the mindset and the capabilities necessary for an organization to develop a culture and commitment to extraordinary customer service. Using the LEAP model as its basis, this workshop equips participants with tips and techniques that allow them to deliver exceptional service to customers.
Beginning with understanding the expectations of customers and the employee-customer-profit chain, the workshop provides opportunities for participants to practice active listening, listening for emotion, displaying empathy, and questioning skills. It then teaches participants about the forgotten step (acknowledge the problem) and how to provide a solution and act as a trusted advisor.
Experiential exercises in this workshop bring the content to life and help articipants develop practical skills that can be applied immediately on the job. This workshop helps to put learners in the “seat of the customer” in order to develop greater empathy and awareness of customer experiences and expectations.
Customer-facing employees learn what it takes to “earn” the customer’s confidence and develop a “Trusted Advisor” relationship.
Customer-facing employees develop better listening skills, focused on showing empathy and engagement with customers.
As the customer experience improves, selling additional (or higher margin) products and services happens more frequently.
Customer-facing employees feel greater pride in their work, leading to boosted morale and reduced employee turnover.
Customers who experience an extraordinary commitment to service are more likely to remain loyal and to refer others.
Customers who have complaints or have had a less-then-exceptional experience are more likely to be recovered and retained.
Understand the bottom-line business benefits of achieving excellence through service
Understand short-term and long-term consequences of ineffective service.
Learn the guiding principles that should guide every customer nteraction.
Develop the ability to recover effectively when a customer experience is discovered to be inadequate.
Develop better listening skills, specifically focused on showing empathy and listening actively when engaged with customers.
Learn how to encourage a service-oriented mindset with colleagues.
Develop awareness of variations in customer expectation, and why it is important to align the service experience with individual expectations.
Understand what it takes to "earn" the customer’s confidence and develop a Trusted Advisor relationship.
We can prepare your team to deliver this program, or leverage our global network of experienced facilitators
Classroom Certified Trainer
Bicultural Global Trainer/Consultant
Professional & Personal
Development Coach & Trainer