Creating a Culture of Service Excellence MD375
Not currently offered
This program currently has no scheduled dates. Find out more about how this program can be offered in-house at your organization.
High-performance organizations face different day-to-day challenges but share a strategic secret: they succeed by creating a thriving culture of superior quality service. In today's competitive world, differentiating your service is the key to attracting and retaining customers while driving bottom-line results.
All customer interactions with your organization have an impact on their perception of the experience - and of your organization. World-class service is more than just employees smiling and making good eye contact. It is an all-encompassing approach to making service delivery excellence your "business as usual." Everything a customer sees, hears, or touches impacts the experience. This one-day workshop will help managers and leaders:
- Learn how to create a seamless experience of service excellence for their internal and external customers
- Identify ways to create customer-friendly processes by looking through the lens of the customer
- Discover how to create memorable points of contact in each customer interaction
Key Topics
- Understanding the importance of creating loyal customers vs. satisfied customers
- Developing a common vision and service delivery standards for all employees
- Practical tools to assist in forming delightful experiences for your customers
- Bridging the gap between your business processes and your customer experiences
- Leadership actions to engrain the principles of service excellence into your organization's culture
- Techniques to maintain employee involvement and engagement at all levels
Who Will Benefit
Leaders and managers of all organizational functions who want to instill a proven process that ensures consistent service delivery to both internal and external customers to build loyalty and organizational success
Instructor
Teri Yanovitch