| Often underestimated is the statistical link between employee commitment, customer service and growing the customer base. A 5% increase in customer loyalty can increase profitability by 25-80%. As demonstrated by our clients, SuperService© improves both employee and client attrition rates.
Participants are given the understanding and tools to change their attitude and mindset so that they are able to connect with their customers - both internal and external. In particular, they experience how not to be 'at the mercy' of the customer - internal or external. Finally, they walk away feeling touched, moved and inspired which enhances their desire to serve.
SuperService© helps employees to:
- Optimize on-the-job performance
- Resolve service issues quickly and accurately, ultimately escalating fewer calls
- Create a motivating environment where success becomes the responsibility of every individual
- Employ the right attitude with both internal and external customers
- Learn not to take things personally
- Enhance listening skills with the customer
- Handle effectively the angry or unhappy customer
- Work together as a team to maintain a high service standard
- Build customer trust and confidence
- Learn to follow up and follow through with the customer
- Understand and anticipate customer needs and expectations
- Bring energy and enthusiasm to every customer interaction
- Work towards customer loyalty on every call
- Do a great job even when they don't feel like it
- Learn that Monday's are no different than Friday's
- Use resources, including people, to stay focused
- Take ownership of the customer contact
SuperService Managers Toolkit on CD-ROM:
This 12-month coaching tool is for managers to work with their people to set SMART goals and to be accountable for monthly improvement in service levels. Includes:
- 12 PowerPoint presentations, including notes for meetings on each topic
- Facilitator Guide for the managers 30-minute monthly meeting
- 12 Coaching sessions with exercises, motivational points, pointers, quizzes and tips for successful coaching
- Instructions on how to set SMART goals
- Video segments to motivate and enhance learning
- 12 motivational newsletters
- 55 visual reinforcement aids
- Screen saver with 50 motivational quotes
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