Purpose:
Signature Service is a practical, results-oriented program that helps service provider at all levels develop and apply the skills necessary to ensure customer satisfaction. In today’s competitive market, businesses cannot afford to provide anything less than the highest level of customer service. This means ensuring that customer contact personnel have the tools and skills they need to deliver the highest possible level of customer satisfaction.

Process:
Participants learn how to identify the four distinct customer conditions and how to successfully respond to each one through a series of specific approaches. At the completion of this workshop, participants will be able to:

1. Articulate their role, as well as the risks and potential opportunities in the Zone of Indifference
2. Manage their role in interactions with others, thereby consistently achieving desired results
3. Create and sustain customer comfort throughout the entire contract
4. Determine the customer’s needs and expectations and increase the customer comfort by demonstrating empathy
5. Help customers understand the information they need to know and be able to say “no” while maintaining a high level of customer comfort
6. Work effectively with customers in the comfortable and Indecisive conditions
7. Work effectively with customers in the Insistent and Irate conditions

Payoff:
Service providers are able to identify customer’s needs and provide service that exceeds the customer’s expectations

Target Audience:
Companies wishing to provide exceptional customer service.

Program Duration:
2 Days

Additional Information:
Signature Service: The Key to Customer Satisfaction