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World Class
Customer Service |
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Program Overview:
This
customer satisfaction program is a 3-tiered customized program to help
redirect and refocus your customer service efforts and/or develops a new
customer service program.
We
identify your customer expectations and assist in developing customer
service standards designed specifically for your company relative to your
industry standards.
This program assists you in building and maintaining a strong relationship
and loyalty with your customers.
Program Objective:
To
partnership with your company using the World-Class Customer Service Program
to help redirect, reinforce and strengthen your customer service to achieve
your customer’s service expectations. This optimizes your relationship and
loyalty with your customers.
Tier 1: The program, customer service
standards, and evaluation form will be introduced and reinforced in a
training workshop. These interactive sessions will reinforce to your staff
the importance of these standards to their customers and to the company’s
future. Your staff will have the opportunity to hear themselves on a real
call with a customer. This allows them to identify their strengths and
weaknesses, and the opportunity to practice and strengthen their customer
service skills. Instruction and supervision will be given to encourage
improvement.
Tier 2: Consists of ongoing monitoring of your
success of customer service. The evaluation is based on agreed upon
customer service standards introduced in tier 1.
*See
monitoring and evaluation section of website for more details.
Tier 3: Consists of ongoing points, reward and
recognition program. Over a period of time and evaluations, participants
will be rewarded points for their customer service efforts. A reward
program will be promoted and encouraged throughout the work environment,
this promoting and ensuring success of the program and to thank the staff
for their customer service efforts.
Program Outcomes:
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Dynamic and effective
communication skills
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Increased appointments and/or
sales
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Exceeding customer satisfaction
and an increase in customer retention
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Personal confidence and
satisfaction
Length of Program:
One-day (tier 1)
Length of Monitoring:
Ongoing (Timeframe determined by client)
Length of Reward Program:
Ongoing (Timeframe determined by client) |
