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Bruce Holland

ph+644 570 0727
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Bruce.Holland@virtual.co.nz



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People Development Irresistible Customer Service Program

How to get everyone crystal clear about how to astonish customers. "There are not many traffic jams on the extra mile."

Features

  1. Modular design
  2. Peer-to-peer development
  3. Time to change habits
  4. Appreciative Inquiry
  5. Stop selling, start serving
  6. This programme helps you get inside customers heads to see how they think

Want a summary?

Click here if you want a short summary of the course: download file

Modular design- 3 Months for 3 days!

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:

Time to change habits

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 modules

1. Understanding Ourselves

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.

Content includes

  • Understanding your Herrmann Thinking Preferences, this is a powerful tool for understanding people
  • Understand your strengths and play to them
  • Communicate more effectively
  • Do better presentations

Why this is important

  • Before you know your customers, you must know yourself.


2. Colour Your Customers

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.

Content includes

  • Learn the secret great sales and service people know
  • How to recognise the colour of your customer
  • How to match the colour of your service to the needs of their colour

Why this is important

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.




3. Confidence, Influence & Personal Power
Most people don't understand that confidence, influence and personal power are learned behaviour accessible to all of us.

Content includes

  • How to develop a positive attitude
  • Four ways to enhance your success
  • Seven laws of personal power.

Why this is important

  • All customers have a need for confidence. They are attracted to it without even knowing why. When confidence is strong customers are attracted to it like a magnet.
  • We trust people who are confident far more than we trust people who lack confidence, and in customer service, trust is the key ingredient.
  • Improve your confidence and you will increase your success.




4. Customer Service

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.

Content includes

  • Three immutable laws of customer service
  • Improving Moments of Truth
  • Creating Raving Fans
  • Stop selling, start serving. Everyone loves to buy. Everyone hates being sold. This programme helps customers buy.

Why this is important

Provides all the basic tools to allow your people to rethink the service they provide.




5. The Power of Questions

Questions are one of the most powerful but least used tools in customer service today.

Content includes

  • Discover your preferred questioning response
  • Practice the use of asking powerful questions
  • Ask the right questions and watch customers sell themselves

Why this is important

Most people are poor at asking powerful questions, but watch any professional and this is how they do it.




6. Improving Processes & Eliminating Unnecessary Steps

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.

Content includes

  • Increasing organisational speed
  • Process improvement
  • International best practice
  • The seven most useful improvement tools
  • Six simple ways to improve customer service.

Why this is important

As little as 15% of activity adds value to your product or service.


7. Relationships

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.

Content includes

  • The golden rules of relationships
  • Understanding how to add value to the body, head, heart and soul of your customer
  • Develop a more positive attitude
  • How to develop cooperation and collaboration
  • Four ways to enhance your success
  • Little know research into computer-based models that point to the best way to deal with customers.

Why this is important

Today success depends on who knows you and who likes you enough to share you with their friends.

8. Networks

Your networks are vital to your success but until recently they have been hit and miss.

Content includes

  • The golden rules of networking
  • The laws of Small worlds and Weak ties, Metcalfe's law, the law of Connectors & the law of Proximity.
  • Systematise your networks
  • Your plan to stronger networks.

Why this is important

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?


9. Your Personal Irresistible Customer Program

Content includes

  • Your annual priorities
  • Your 6 month commitments.

Why this is important

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 more details on the content.

Customer comments

For detailed comments from customers who have completed the Irresistible Customer Service Program see customers comments.

A case study from the retail sector

For a case study of how a retail company increased its customer focus through Customer Service Training see...

What is customer service?

  1. Customer service means having everyone at all times thinking: "What can I do to make my customer more successful?". This means customer in the wider sense of both internal and external customers.
  2. A customer is the next person in the process. Therefore if you are giving goods or services to someone within the organisation that person is your customer.
  3. The aim of the programme is to create a continuous customer chain throughout the organisation so that even if you do not serve an external customer you should be clear about how your contribution adds to the value that the external customer receives.

When to use Customer Service Training

  1. Organisation wants to become more customer focused
  2. Organisation wants a culture of "Customer First" throughout
  3. Customer complaints are increasing
  4. Competitors have better customer service
  5. Rework levels are too high
  6. Sales and profit are too low.

Probable outcomes of Customer Service

  1. People throughout the organisation a view the next person in the process as their customer
  2. Service to external customers improves
  3. There is less waste and less rework
  4. People throughout the organisation work more cooperatively and understand each other's roles more fully
  5. People develop a deep understanding of each other and their issues
  6. People develop a culture of trust and sharing
  7. Customers buy more, customers retained longer
  8. Sales increase and profit improves.

Product support

This product has been developed and is supported by Bruce Holland with help where required from other members of the Virtual Group Business Consultants.

Guarantee

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, +644 570 0727, Bruce.holland@virtual.co.nz.

Key words: Leadership, leadership development, leadership management, leadership training, leadership program, leadership skills

 
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