And because customers—external and internal—actually want to be loyal to deserving organizations, such relationships hinge on the behavior of your service providers.
Creating Stellar Customer Relations® is the foundational workshop of the Achieving Stellar Service® Experiences system. This workshop instills behaviors for acknowledging and responding appropriately to a customer’s human needs—behaviors that often make the difference between losing a customer and keeping one for a lifetime. It was inspired by its predecessor, Achieving Extraordinary Customer Relations™, a program that, over the years, positively impacted millions of participants in leading organizations around the world.
During the workshop, participants will take part in a variety of engaging individual and group activities, partner discussions, video demonstrations, role plays, and large-group discussions. They have fun as they gain familiarity and confidence with the new concepts and skills. All of the modules listed below are also available as 90-minute eLearning options.
The purpose of this module is to explore the value of stellar service and the role of the service provider in achieving it. Participants will be able to:
The purpose of this module is to help service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level. Participants will be able to:
The purpose of this module is to develop skills that will help service providers serve customers who are concerned, angry, or upset after a service breakdown. Participants will learn:
The purpose of this module is to enhance the ability of service providers to make customers feel special and valued, thereby creating experiences so surprisingly positive and memorable that customers will tell others about them, and will want to sustain and build their relationships with the organization. Participants will learn: