When we think of “customer service” we tend to think about the person using our product or service.
We tend to think of the product or service as the item the ultimate consumer is buying. Take a car
dealership for example. The staff thinks of the product or service as the car itself. Although a correct
view, the salesperson is also buying the services of the accounting department to process the down
payment. The showroom manager is buying the services of the sales staff to keep their desks in a
professional manner so the car buyer focuses on the cars, not the desks. The Service Department
manager is depending on the salespeople to sell cars so they have warranty work to perform later. The
mechanic is buying the maintenance worker’s ability to keep the lifts operational.
No customer service program is complete without addressing all aspect of customer service – both i
nternal and external. MaxImpact’s Customer Connection is a unique and complete program designed to
raise the bar on total customer service – the one venue that competitors cannot compete against.
What you will gain
Participants learn:
- How their specific viewpoint of customer service aligns with the unique customer service culture you desire for your organization
- How 8 behavioral traits match to your top performers
- How they can, as an individual, add value to customers and your organization daily
- How attitude can be shifted regardless of the circumstances
- The 8 Great Traits of Superior Customer Service™
- The 5 things to never say™
- Turning around upset customers
- Their specific role in delivering superior customer service
- Whether or not the customer is always right
- The 6 steps to handling angry customers
- and much more
Aspects of this program
The program begins with an online assessment of each employee’s proficiencies, behavioral characteristics, and viewpoint of customer
service. The assessment results in a coaching report for management and a personal improvement plan for the employee. Employees,
armed with knowledge of their strengths and challenges, then attend modified versions the following workshops:
- Attitude: Thinking like a winner
- Customer Service Mindset: Where everyone is a customer
- Customer Retention: Keeping today’s customers while attracting tomorrow’s
- Customer Service Management: How to foster a customer-centric environment (This session is typically for managers)
Format
Workshops are highly interactive, using a hands-on approach. Our repetitive, spaced learning model reinforces each skill to maximize
the learning experience.
Individual workshops may be scheduled as half-day sessions, staff meetings, power breakfasts, or impact lunch hours. Workshops may
also be scheduled online, where they earn CEU credit hours.
| Customer Connection The Complete Customer Service Perspective |
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| ©2006 Max Impact Corporation. All rights reserved. |
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