Management Programs

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