World-Class Service is not simply a matter of smiling employees who say "please" and "thank you." Everything your customer sees, hears or touches impacts their experience. "Everything speaks." This program highlights how delivering world-class service requires careful orchestration of the entire customer experience.
Discover:
- The key points of contact that make or break the customer experience.
- How to elevate a customer experience from the ordinary to the extraordinary.
- Customer service processes that make service excellence "business as usual"
Studies have shown that the challenge for most leaders is not developing a vision, it's executing the vision. Employees watch to see how committed we as leaders are and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce, exemplary leadership is critical today. This presentation helps today's leaders step into their multi-faceted role as visionary, facilitator and idea champion.
Discover:
- The benefits of creating a culture of accountability
- How to build organizational commitment to a vision
- Specific "walk the talk" leadership behaviors that reinforce organizational values
By far, the number one reason that customers become frustrated with an organization is due to an attitude of indifference on the part of employees. In order to motivate excellence, organizations must "engage the heart" of employees. When this happens, customers can see it, hear it and feel it in every interaction with the organization.
Discover:
- Ways to identify employee behaviors that align with the organization's mission
- Employee selection, training and communication processes that reflect the organization's values
- Internal processes (including accountability processes) that will support and engrain serice-oriented behaviors
