The ABC’s of Exceptional Client Service®

Course Description:

The focus of this course is to provide all levels of employees a strong understanding, both quantitatively and qualitatively, of the role and value customer service plays in making an organization successful. Emphasis is placed on making sure employees know how they personally can impact and benefit from high levels of customer satisfaction.

Course Topics

• Client vs. Customer — What’s the Difference?
• Who Are My Clients?
• In Search of Service Excellence
• The Essential Characteristics of Exceptional Customer Service
• The Art of Service Recovery
• Who’s Who in Delivering Exceptional Customer Service and Why?
• The PRIDE FactorSM

Course Training Objectives

Participants will come away with the ability to:

• Recognize both the value and difference that consistently delivering exceptional customer service can make in an organization.
• Define and discuss the characteristics that represent exceptional customer service.
• Develop new skills and/or reinforce existing skills that can significantly improve personal performance and satisfaction.
• Spark a new dialogue and way of thinking about customer service within their organization.

Course Topic Summaries

Client vs. Customer — What’s the Difference?
In this module, we engage the participants in a discussion regarding the difference and implications of viewing people who patronize a business as clients versus viewing them as customers.

Who Are My Clients?
This module is intended to have the participants identify what service they provide, to whom they provide it and the types of resources needed to deliver excellent service. As a part of this module, we will have the participants clarify their role and responsibility and the role of the organization in providing high quality service.

In Search of Service Excellence
This module is intended to look at the hard-core economics and quantitative data that support the important reasons why companies are focusing on delivering exceptional customer service. We identify the winners and losers and discuss what differentiates them.

The Essential Characteristics of Exceptional Customer Service
Building upon the work done by Leonard L. Berry in Marketing Services, this module identifies the five most important characteristics of service and walks the participants through a process to define what these elements mean to their organization’s success and their own personal success.

The Art of Service Recovery
This module is intended to guide people through what specific steps are necessary to recover from a service failure. The economic impact of not recovering from a service failure is also discussed and quantified.

Who’s Who in Delivering Exceptional Customer Service and Why?
In this module, we look at different companies in different industries that are noteworthy for delivering exceptional customer service. Our focus is on understanding the culture and driving forces that guide these companies and their employees to consistently deliver exceptional customer service. What’s most important in this discussion is identifying what attributes can be replicated and utilized within the respective participants’ organization to produce similar levels of success.

The PRIDE FactorSM
This module is intended to identify personal performance attributes that individuals must both embrace and master if they are interested in taking their personal performance and satisfaction to a higher level. Our intent is to motivate and inspire people to action through a very personal and thought provoking message that will cause people to examine their beliefs and practices with an eye towards improving personal performance and satisfaction