Positively
Incredible Customer Service (PICS)
This program is designed to help all
members of your store increase their personal customer service productivity,
achieve individual/store customer service goals, develop customer service
awareness and deliver "Positively Incredible Customer Service." The
program's unique methods provide an opportunity to develop lasting customer
service behaviors that improve bottom line profitability.
Positively
Incredible Customer Service Will Help You:
-
Learn the profile of an ideal
Customer Service representative
-
Understand the "Power of
You."
-
"A Closer Look"
Personality Profile
-
Understand the alarming cost of
poor Customer Service
-
Improve customer service
attitudes
-
Understand the power of an
apology
-
Discover new customer service
opportunities
-
Handle difficult customers
-
Learn "key" telephone
tips
-
Present a professional image
-
Utilize the power of the
Affirmation
-
Learn words to avoid when
providing incredible customer service
-
Practice the art of effective
listening
-
Learn to say "No" with
an alternative
-
Recognize and reduce stress
-
Enhance effective communication
Designed for All
Store Employees, We Focus on Specific Action-Oriented Exercises/Challenges That
Help You Develop and Practice Positively Incredible Customer Service Behaviors.
Services include:
-
Six (6) hours of customer service
training (customized to fit your store needs)
-
Innovative ideas which can be put
into action immediately
-
Measurable results by monitoring
customer service behavioral change
-
A commitment to personal
accountability and ownership of individual actions
-
Provides tracking methods to move
you toward new customer service behaviors
For further
information regarding a customized delivery of this process contact:
Adam Gawlikowski
Applied Leadership Services, Inc.
Highland, Indiana
219.924.5352
SAMPLE
CUSTOMER SERVICE TRAINING PROPOSAL
General
Information
-
Meet with Management team to
review CS initiative
-
Provide 6 hours of customer
service training
-
Provide "A Closer Look"
Profile Assessment for Managers only
Training
Details
-
Identify the number of
participants including managers
-
Divide participants into groups
of 20 to 25
-
Conduct customer service classes
-
Each group attends three sessions
-
Each session is conducted weekly
for each group with sessions held on the same day and same time each week
-
Each session is two hours in
length
-
All personnel would be exposed to
the training process
Materials/Services
Provided
Investment
Fee
Main
Office Continuous Improvement
-
Establish "Customer Service
Action Committee" (CSAC) to meet monthly
-
Train CSAC members on teamwork
and how to work together at meetings
-
Attend CSAC meetings for 3 months
-
2 hours session on team building
with CSAC members
-
3 hours (1 hour each month) to
monitor CSAC monthly meetings
Investment
Fee
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