Strategies For Customer Service

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It's solving a customer's problem or complaint and sending them out the door feeling like they have just done business with the greatest company on earth.   - John Tschohl

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Two Day Seminar

A service strategy is critical in today's global competitive marketplace. Organizations need to focus on creating a customer experience and need to see themselves as a service leader.

CUSTOMER SERVICE STRATEGY

  • A Strategy That Cannot and Will Not Be Copied
  • Building a Brand Around Service
  • Building Market Share and Market Dominance

e-SERVICE

  • Eat or Be Eaten
  • E-Commerce, Survival
  • Role Models: Amazon, LL Bean, Redbox, Go Daddy

LESSONS FROM WORLD CLASS SERVICE LEADERS

  • Role Models: Costco, General Electric
  • Developing Attributes of Service Leaders: Mayo Clinic, Northeast Delta Dental, Southwest Airlines
  • International Role Models: Metro Bank London, Wilderness Safari Africa, Singapore Airlines

SIX STEPS TO CRUSHING THE COMPETITION

  • Understand the Service Strategy
  • Eliminate Dumb Policies and Procedures
  • Hire the Best People/Learn to Love Them
  • Empowerment
  • Train All Employees
  • Measure Results

SPEED: DO IT FAST, DO IT RIGHT, AND DO IT NOW

  • Creating a Speed Mindset
  • Eliminating Barriers to Speed
  • Keep Promises and Over Deliver

CUTTING COSTS

  • Secret Strategy of Service Leaders
  • Eliminating Waste and Costs
  • Why Price is Critical to Building Value

CRAZY POLICIES AND PROCEDURES

  • How Easy Is It To Do Business With Your Organization?
  • Dumb Policies and Procedures Cost Money and Time
  • Kill a Stupid Rule

Back

HIRE THE RIGHT PEOPLE AND LOVE THEM

  • A Skill All Service Leaders Master
  • Steps Necessary to Hire the Best People
  • Which Works Better - Money or Recognition?
  • Terminating Non-Productive Employees

Social Economy

  • Poor Response can Kill You
  • Facebook, Twitter, Google, Trip Advisor
  • Damage Control Skills

EMPOWERMENT - MOVING HEAVEN AND EARTH

  • Why Empowerment Works
  • Four Problems You Must Overcome
  • Techniques Critical to Building an Empowered Workforce

UPGRADING YOUR MOST IMPORTANT ASSET - PEOPLE

  • Critical Design Techniques For Effective Training
  • Are Service Role Models Born or Developed?
  • How To Motivate Employees To Care
  • Creating a Service Culture With Leading Edge Training Products

SERVICE RECOVERY

  • From Hell to Heaven in 60 Seconds or Less
  • Four Techniques That Work
  • Inexpensive Marketing Money That Works

MEASURING RESULTS

  • Why Hard Numbers Are More Important Than Surveys and Satisfaction Research
  • Getting and Keeping the Ear of the CEO and Top Management
  • Surveys - The Ultimate Question
  • Zero Defections Can Couble Your Growth & Increase Profits 25-100%