Service Ready Core
Our service ready engagement approach ensures readiness of your team to change behavior for the long term, not just a few short weeks It provides skills, methodology and processes.
1. BUILDING CUSTOMER LOYALTY
- Defines and aligns learner’s role in creating positive customer experiences
- Four key customer expectations
- Defining moments
- Measures of success
- Emotional energy
2. STRENGTHENING CUSTOMER CONNECTIONS
- Delivers key concepts to elevate the importance of each customer’s unique value
- Connecting with your customer
- Guidelines for exceeding a customer’s needs
-Projecting a willingness to help
- Choosing positive language
3. MASTERING CONVERSATION ESSENTIALS
- Provides a process and related skills for handling all types of customer conversations.
- Defining customer’s needs
- Four parts of a customer Focused conversation
- Delivering unwelcome new
- Mastering the art of high - value conversations
4.NAVIGATING CHALLENGING SITUATIONS
- Provides skills and techniques for diffusing and resolving escalated situations
- Listening non-defensively
- Eight defusing skills
- Selective agreement
- Five resolving skills
