Beyond Customer Service -
Skills for Thriving In The 21st Century DVD training system
Price: $695.00 - Buy Now
Includes:
- Eight DVD modules
- Leaders guide with permission to copy to make your own handouts
- Four audio CD's that contain the audio version of the DVD program
This is an easy-to-use DVD training program that teaches your staff how to treat your customers so your customers will stay loyal to your organization. It consists of eight DVD modules, 20 to 25 minutes in length each, plus a ninety page leaders' guide. The program is designed to be presented at meetings or formal training sessions where your staff can watch one or two modules, complete the written exercises, and participate in structured discussions on how the principles presented in the modules can apply to your business and your customers. The program can also be used for individual training, where one person can watch the DVDs and complete the exercises. The bottom line results are that your staff will be reminded that customers are the most important people in your business, and they will be given powerful tools to help them treat those customers accordingly.
Module #1
Differentiating Your Organization from the Competition
Here in Module #1, Differentiating Your Organization from the Competition, Larry will teach you how to:
- Adapt to a rapidly changing world
- Implement 5 organizational behaviors that capture and keep customers for life
- Pursue a "maniacal dedication to quality" that is the first key to competitive success
- Apply the concept of "Responsible Over responsiveness" to resolving customer problems
- Maintain an active "customer driven process improvement effort in the face of accelerating market changes"
- Dazzle your customers with "lightning speed" turn-around times
- Create and implement a service guarantee that ensures customer loyalty
Module #2
Building Customer Loyalty through Perception Management
The actual service that you provide your customers may technically meet a high standard of quality but if your customers think that the service is not of high quality, then it doesn't matter how well you actually perform. Quality depends on the customer's perception as much as on the actual product or service.
In this module, Larry Johnson shows you:
- The difference between actual service and perceived service
- How to manage perception each and every time you come in contact with a customer
- Why customers make the "solemn promise" that kills your business
- The 5/11 rule: How to advertise your product or service for free
- The rule of 68%: what happens when you disappoint a customer
- The rule of 25/75: why customers leave and why they stay with you
Module #3
Service from the Heart
In the final analysis, the service an organization delivers to its customers comes from the people in that organization. Customer service is a people to people business. Unfortunately, the day to day grind of delivering that service can wear on those who must deliver it. Because it is essential that each customer contact be handled in the best way possible, all of us "front line" people must maintain a positive frame of mind. In this module, Larry Johnson will show you how to:
- Keep yourself up, even when you're feeling down
- Maintain a positive attitude toward your organization, even when there are problems
- Love your customers - even the unlovable ones!
You'll also learn:
- Three steps for assessing your personal attitude
- how to make changes in your organization to improve service delivery
- how to avoid CCC (creeping customer contempt) so you can deliver the very best service to your customers, insuring that it is truly "Service from the Heart."
Module #4
Taking Personal Responsibility for Service Excellence
If the goal of your organization is to exceed your customers' expectations, everybody in the organization must assume personal responsibility for that goal. In this module, Larry Johnson explains the Five Primary Responsibilities we all have when serving our customers. They are to:
- Turn problems into solutions for customer
- Manage customer perception with non-verbal language
- Dazzle customers the way organizations like Nordstrom and Marriott Hotels do
- Use time as a tool for improving relationships with customers
- Communicate effectively so customers are always informed
You'll learn:
Module #5
Connecting with your Customers
Did you know that the skill most often used in communicating with customers is the skill we least often are taught in school? It's not talking; it's not writing; it's listening. It is only through listening to our customers that we truly understand how to meet their needs, solve problems for them, and deliver the best possible service. In this module, Larry Johnson teaches you how to listen, and listen carefully to your customers. You will learn:
- Four steps that are critical to the listening process.
- Manage the listening environment so that no information is lost
- How to use silence to get the customer to open up
- How to use the five stages of active listening
Module #6
Handling Customer Complaints and Anger
No matter how good we are at delivering service to our customers, there will be times when we fail to make our customers happy. Our challenge is to turn unhappy customers into happy customers by handling their complaints quickly and effectively. This is especially true when a customer is not only disappointed, but is angry. How this anger is handled can make or break your organization's relationship with this customer. In this module, you will learn:
- How to turn complaints into opportunities to shine
- The secret of "verbal aikido:" a non-offensive verbal defense technique
- How to keep your cool, even when you're under pressure
- The steps to helping a customer find resolution to his or her anger
- How to apologize to a customer without admitting guilt
- How to say "no" when you have to, and still keep the customer on your side
- When to offer alternatives
- Seven fool-proof steps for solving customer problems
Module #7
Putting the Customer at Ease - Bonding Behaviors that Build Rapport
Like it or not, customers like to do business with people they like. If you want to win your customers' loyalty, it helps if they like the people in your organization. As customers come in contact with each person in an organization, they make judgements about that organization based on whether they feel any rapport with you. In this module, Larry Johnson shows you how to build that rapport with your customers. You will learn how to:
- Apply the SINCERE model to customer relations
- Find the right personal space to keep customers comfortable
- Remember customer's names
- Apply your own charisma to your relationships with customers
- Truly engage with customers so they feel welcome and wanted
- Use non-verbal language to put customers at ease
- Master the "dance of rapport" that raises the odds customers will like you
- Apply the one non-verbal behavior that few customers can resist
Module #8
Nine Steps for Exceeding your Customers' Expectations
The hallmark difference between winning organizations and the "also rans" is how their customers' expectations are exceeded. In this module, you'll learn how to dazzle your customers beyond their wildest expectations. Larry will show you how to:
- Respond quickly to customer requests
- Treat customers in a way that will surprise you, but will impress them
- Practice "down to earth" courtesy
- Follow-up to capture further business and build commitment
- Practice honesty and ethics to build customer trust
- Thank customers for their business in a way that adds to your mental health
- Keep customers constantly informed and updated
- Dispel the myth that the customer is always right - but understand that it doesn't matter because the customer is always the customer
- Add value at every opportunity.
Price: $695.00 - Buy Now
