Achieving Service Excellence

Business Challenge

In today's customer-focused marketplace, service is a critical driver of customer retention and profitable growth.  A key to ensuring the loyalty of customers lies in creating a predictably positive experience for them every time they call or visit you.  By delivering on their service promise successfully at every opportunity, effective organizations go beyond "customer satisfaction" and ultimately earn customer loyalty.

Achieving Service Excellence

Achieving Service Excellence teaches skills and practices that allow individual employees to intentionally and consistently provide impeccable service to internal and external customers.  It is perfect as a core program for organizations focused on creating customer loyalty by defining, managing, and enhancing the customer experience.

Key Content
Using highly interactive skill practice and peer advice exchange, Achieving Service Excellence focuses on the following content:

• A discussion of different customer types, both inside and outside the organization
• Three driving principles of customer service that help shape the mind-set for outstanding service
• Five key factors of service quality, based on research on customer expectations, that help service providers understand what their customers value most
• A reliable, memorable customer-interaction process featuring skills that consistently lead to satisfying customers in routine and challenging situations, by phone or in person
• An effective tool for avoiding making mistaken assumptions about customer requests
• A service-recovery process that helps service providers respond to angry or upset customers with empathy, skill, and confidence
• Tools and follow-up learning activities for reinforcement and skill application on the job

Target Audience

Achieving Service Excellence is for service providers who interact directly with internal or external customers, or anyone who affects the customer experience.  It has succeeded in a wide range of industries and situations, including telephone providers, new hires, service technicians, technical support staff, retail and hourly staff, and professional personnel.

Outcomes

Participants in Achieving Service Excellence will be able to:

• Identify all their customers' expectations and adapt their approach to meet each customer's unique needs
• Ensure a positive experience for each and every customer by applying a reliable process and skills for handling customer interactions
• Recover from service errors and regain the loyalty of angry or upset customers

Delivery Options

• Classroom:  2 days, followed by on-the-job skill application and reinforcement, and follow-up seminars for additional skill development
• Modular Classroom:  16 hours, divided into half-day modules or 30- to 45-minute short units, delivered over the course of several weeks
• Web-Based:  3 to 4 hours of online learning
• Custom Blend:  Learning experience customized by Forum to meet your unique needs

Achieving Service Excellence can be delivered as a stand-alone program or as part of a service learning system that includes Managing Service Excellence, Forum's core program for service managers.

For More Information
Please call 1-800-FORUM-11 or visit us at www.forum.com.