Quality Service... First Time, Every Time
Additional Information About Customer Service
- Winning Through Customer Service - Training for CSR's (PDF)
- 5 Star Service for Hospitality (PDF)
- The Spirit of Excellence (PDF)
- The Essence of Caring (PDF)
Receive a free copy of Customer Service Standards.
See these other pages on Customer Service Excellence:
Customer Service Excellence for Managers
The Spirit of Excellence for Hospitals and Medical Centers
Service First Video Library
Context and Objectives
"Quality Service First Time, Every Time" is designed to assist participants
improve their ability to:
- Positively affect how external customers and others feel about their
organization
- Master behaviors that demonstrate their care and concern for others
so that their efforts will be recognized
- Feel more confident in their abilities to do their best on and off
the job
- Approach work in a way that helps reduce conflict and achieve greater
satisfaction
- Better satisfy the needs of internal and external customers
"Quality Service First Time, Every Time" is organized into
three modules designed to:
- Be Fun and Entertaining
- Focus on Basics and Fundamentals
- Utilize Experiential Learning
- Focus on Personal Growth and Development
"Quality Service First Time, Every Time" builds the self-worth,
self-esteem and skills of each participant. Graduates of the program care
more about their customers and more about their jobs. Participants, upon
completion of the program, demonstrate an immediate improvement in behavior
and attitude.Take a look at the program objectives listed below. These objectives are met every time in a team learning environment that is fun , thought provoking and makes a difference that lasts!
Objectives
After Module One, participants will be better able to:
- Define their internal and external customers
- Identify why customers decide to buy products or services from their
company
- Identify what is important to their customers
- Understand how attitudes are telegraphed to others
- Distinguish between positive and negative forms of communication
- Explain the impact of positive and negative communication
After Module Two, participants will be able to:
- Identify accomplishments that they can take pride in
- Speak in a way that shows concern for others
- Communicate courteously and effectively over the telephone
- Use questioning and listening techniques to solve problems and enhance
understanding
- Avoid negative forms of communication
After Module Three, participants will be better able to:
- Identify reasons why performing competently and learning continuously
are essential to providing excellent service
- Manage the expectations of customers
- Develop an understanding of the importance of delivering what they
promise to customers
- Collaborate with coworkers to provide excellent service
- Use the elements of positive communication and excellent service to
handle complaints and other difficult situations
- Set goals to attain excellence in customer service
In addition to learning objectives for the three modules that make up
"Quality Service First Time, Every Time," there is a four-page
list of Quality Service Performance Standards that define the performance
criteria in the workplace.
Email us for information
on Call Center Analysis or on our Customer Service Excellence training programs designed for specific
industries and call centers including retail, hotels, nursing homes, hospitals, financial
institutions, colleges ,clinics, HMOs , car dealers and real estate,
among others. |
