Key Learning Objectives:
Learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and learn how to develop customer loyalty with your customers.
Days: 0.5
Prerequisites: Excellence in Service: Basic would be helpful
Service standards
Fundamentals of service standards
• Understanding service standards
• Creating effective standards
• Establishing standards
• Implementing standards
Monitoring service standards
• Assessing the effectiveness of standards
• Obtaining customer feedback
• Correcting service problems
Management and service standards
• Building and monitoring the service team
• Creating an action plan
• Establishing managerial standards
• Identifying and overcoming service barriers
Service teams
Teams as a service solution
• Understanding customer service teams
• Maintaining a customer service team
Employee selection
• Choosing the right employees
• Conducting an interview
Team training and empowerment
• Implementing proper training
• Empowering employees
Motivation
• Understanding the importance of motivation
• Reinforcing desirable behavior
Customer loyalty
Understanding your customers
• Knowing your customers
• Understanding customer criteria
• Uncovering customers’ needs
Customer loyalty development
• Understanding customer loyalty
• Building loyal customers
• Encouraging customer loyalty
Employee loyalty’s influence
• Developing employee loyalty
• Helping employees to perform
Memorable service
• Creating memorable service
• Solving customer problems