PURPOSE

Customer encounters are opportunities to meet and exceed customers' needs and expectations. P&PS prepares for those opportunities from both a Personal & Professional point of view!

GOALS

• Stress continuous customer service improvement
• Reinforce standards for customer service by raising the bar
• Enhance the organization's competitive edge

RESULTS

• Enhance the organization's customer service image
• Increase sales and improve productivity and performance
• Positively impact key business indicators

MODULE I Customer Relations: Understanding Self & Others

Customer Service Excellence is the ability of an organization to constantly and consistently exceed the Customer’s expectations.  Using the DiSC® Dimensions of Behavior learning approach, we will focus on productive communication and building Customer relations through understanding ourselves and others.

MODULE II Service Standards:  Coaching For Excellence

The Standards For Service Excellence Coaching Tool is designed to support in communicating with Customers more effectively and efficiently.  Module II will define and give examples of each of these standards.

MODULE III Communication Skills: Speaking & Listening Approaches

Successful communication is built on conveying a message with clarity and effective listening. Poor listening is a contributing factor to miscommunication. Research shows that people screen out or misunderstand the intended meaning in over 70% of communications!

MODULE IV Evaluate Performance: Standards For Service Excellence

By attaining these standards for service excellence, you will deliver efficient, high quality service and have significant influence in Customer satisfaction.  Executing the highest standards and paying attention to the smallest detail ensures that the Customer is the focus of your service.