EXCEEDING EXCELLENCE:  PERSONAL CUSTOMER SERVICE

See Companion Course--Speak Smart:  Oral Grammar

Selling skills revolve around a three-legged stool representing the three 
P's:  Product, Price, and Person.  How can you make the "Person" 
part of the stool a secure support for selling while also exceeding excellence in customer service in the process?

Consider the three H's that are a part of every Person:  
Head J , Heart Y, and Hands NI

These days, customer service often fails to deliver even 1/3 of the person!  This workshop offers a unique perspective to help your organization put the PERSONal back in customer service. 

1/3 OF PERSONAL CUSTOMER SERVICE = THE HEAD J

Customer service representatives need to show they have the knowledge to answer questions and provide information about their organization's products, prices, and procedures.  Recognizing selling opportunities adds value to each interaction.  Another part of the head involves using the voice to convey enthusiasm, confidence, and competence to all customers.  Speaking smart with correct grammar and pronunciation enhances a corporation's image too.

1/3 OF PERSONAL CUSTOMER SERVICE = THE HEART Y

All the head knowledge in the world won't compensate for a lack of heart.  Since the #1 reason customers report taking their business elsewhere is employee indifference, speaking with consideration, caring, and courtesy is a must.  This workshop encourages representatives to show heart to themselves as well.  They will receive strategies to avoid giving out their Personal Irritation Number (PIN) to their customers plus ways to minimize their job stress and maximize their coping skills.  Co-workers and managers benefit from these tips to.

1/3 OF PERSONAL CUSTOMER SERVICE = THE HANDS NI

All the talking in the world won't help unless it's followed by action.  Taking an order, setting an account, sending what the customer requested, doing what was promised--correctly the first time--astounds customers today.  Going beyond what the customer requested leads to repeat business, referrals, and raves from customers.  

Interactive activities help your participants recognize enjoyable and exciting ways to offer PERSONal customer service.  This workshop saved an organization $100,000 the first time it was offered.  Exceeding Excellence:  Personal Customer Service can help your organization do the same while your employees benefit from increased transition interaction satisfaction!

Coaching after this workshop offers PERSONal advice for customer service representatives, increasing their competence and confidence.  These follow-up sessions receive rave reviews!

Exceeding Excellence: Personal Customer Service Objectives
During this workshop, your customer service representatives will:

• Determine characteristics of good and bad customer service.

• Discover how using head, heart, and hands will increase their job performance.

• Identify their geometric psychology shape (or DISC) behavioral preference.

• Discuss how those affect their interactions with colleagues and customers.

• Apply new head, heart, and hands skills and behaviors through discussions and/or role plays to maximize their customer service effectiveness.

• Benefit from one-on-one coaching to reinforce their new skills while interacting with customers on the phone or in person.

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