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How to get everyone crystal clear about how to astonish customers. "There are not many traffic jams on the extra mile."
Click here if you want a short summary of the course: download file
The program is usually delivered as nine half day workshops each two weeks apart. This allows time for participants to use the lessons in their own workplace and for the results to be cemented in over 3 months.
Readings and exercises in between the fortnightly workshops help to extend the benefits and allows the workshops to be highly interactive and targeted at your customers. And it all happens in your workplace, on your problems; a formula that's proven to give the best learning results.
The modular design allows for a great deal of flexibility meaning modules can be added or deleted depending on your needs as assessed during the diagnostics stage. Also sometimes clients start with a full-day workshop followed by half-days as shown in the chart below:
Changing behaviours takes time, this is why the benefits from a one-day or even two-day program soon dissipate, whereas this program produces lasting results without killing the budget or taking customer service people away from their customers for too long. What you end up with is 3 months learning for 3 days cost!
The first step in customer service is to understand yourself. There is no way others can feel comfortable about who you are unless you know who you are yourself.
Herrmann's Thinking Preferences shows that customer on this planet come in four colours. Roughly 25% of people are in each colour. Each colour needs to be handled in a totally different way.
Great salespeople know that people are different from each other. If you treat everyone the same you will satisfy about a quarter of them and turnoff three-quarters.
When people think of customer service, it's usually the warm fuzzy things that come to mind, that's certainly part of it; but it's only a small part. If customer service were a cake, the politeness, smiles, and going the extra mile would be the 'icing'. The cake would be the systems that allow you to do a good job.
It's also important to create a continuous customer chain throughout the organisation so everyone is clear about how their contribution adds to the value that the external customer receives.
Provides all the basic tools to allow your people to rethink the service they provide.
Questions are one of the most powerful but least used tools in customer service today.
Most people are poor at asking powerful questions, but watch any professional and this is how they do it.
When people think of customer service, it's usually the warm fuzzy things that come to mind. Systematic approaches are 80% of customer service, an outstanding system that delivers great customer service in the hands of ordinary people.
As little as 15% of activity adds value to your product or service.
Most people approach relationships in terms of what they can get out of the relationship, actually relationships are formed by focusing on what you can add to the relationship. What you give will come back ten-fold.
Today success depends on who knows you and who likes you enough to share you with their friends.
Your networks are vital to your success but until recently they have been hit and miss.
In the last 10 years a whole new science of networks has been developed. Most people do not know about this and therefore miss out on a powerful new way of working.!!Does your organisation pass the "customer service test?
99% of people on development courses make absolutely no permanent changes as a result. This is the accountability part of the program that continues for 3 months after it ends. It will put you ahead of 99% of your peers.
For detailed comments from customers who have completed the Irresistible Customer Service Program see customers comments.
For a case study of how a retail company increased its customer focus through Customer Service Training see...
This product has been developed and is supported by Bruce Holland with help where required from other members of the Virtual Group Business Consultants.
All work undertaken by Bruce Holland is guaranteed. If at the end of the program the client doesn't feel that they have received value for money, they may adjust the bill and pay an amount equal to the value they feel they received.
For more details please contact Bruce Holland, +6421 620456, Bruce.firstname.lastname@example.org.
Key words: Leadership, leadership development, leadership management, leadership training, leadership program, leadership skills