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Legendary Customer Experiences

By David Boyce of Active Performance Solutions

Overview:

The program is available in two modules:

The first module puts the key focus of the program on the interaction and relationship between the service person and the customer. Participants will understand their role in creating and maintaining positive customer relationships and will develop the capability to create powerful connections with all customers, each time, every time. Service personnel will learn how to meet each customer service opportunity with great confidence and skill. Customers will want to share their 'Legendary' Experience with family, friends and colleagues.

The second module explores your company's service chain from the customer's perspective. This additional focus on the service process creates a concise understanding of your relationship with your customers, the value and impact of your service on their organization, your service values, execution strengths and challenges, and identifies the key action steps for maximizing your service to create 'Legendary' Customer Relationships.
 The two formats provide great value on their own, can be integrated together or integrated with a customer training initiative to enhance the learning and impact. Outcomes from both programs can be linked to your service personnel performance review process or enhance your customer service new hire/orientation process.


Length:

2 Days - One Per Module

 

Format:

All programs are customizable to be completely relevant to each client's specific needs and the positive outcomes they desire. Our highly interactive approach engages each participant in a process that integrates theory, practice and reflection, ensuring the immediate transfer of learning to their workplace and unique sales situations.

 

Key Learning Points:

The 'Legendary' Customer Service Experience

- Program Objectives -

  1. To provide a dynamic learning opportunity for the participants to immediately apply their learning within the training environment through a highly interactive and personalized learning and reflection approach.
  2. To focus development and understanding of the service values, attitude, behaviours, actions and measurement that ensures each customer receives the service they desire.
  3. Build confidence and capability by practising customer service behaviours and skills that help identify real customer needs, expectations and achieving agreement that their needs will be fulfilled.
  4. Understand 'Communication styles' and develop communication strategies, skills and language that creates customer confidence and builds relationships.
  5. To help the team understand how to 'stay calm in the Service Storm' during the challenge or stress of the day, so we are 'In the Moment', focused on meeting the customer at hand.
  6. Participants work together sharing ideas and insights as they develop a team 'Code of Legendary Service' that will help participants return to the workplace with a common/shared commitment and a 'Passion for the Customer'.
  7. Participants will conclude the program and return to the workplace with a new desire for implementing positive change within each customer interaction. They will use a customized workplace application tool to clearly outline their personal plan of action and valid measurement criteria.

 

The 'Legendary' customer Relationships

- Program Objectives -

  1. Participants will be engaged in an interactive 5 steps process to create their Customer Service Chain. The chain will develop a detailed understanding of your service business from the customer's perspective.
  2. Create a concise understanding of your relationship with your customers, measured by the value and impact of your service on their organization. Real customer examples are utilized to drive home the learning.
  3. Identify, prioritize and commit to your service values and understand how to take action so the values live within each customer interaction.
  4. Examine your current execution of service and identify how to leverage your strengths and create a plan of actions to overcome your key barriers to service.
  5. Develop a team 'Code of 'Legendary' Customer Relationships that will help participants return to the workplace with a common/shared commitment and a 'Passion for the Customer'.
  6. Participants will conclude the program and return to the workplace with a new desire for implementing positive change. They will use a customized workplace application tool to clearly outline their personal plan of action and valid measurement criteria.


Customizable Points:

  • Deliverables: both modules.
  • Client consultation and assessment of needs.
  • Pre-program assessment of customer service staff or select customer group.
  • Pre-program assessment of readiness for change (Optional).
  • customized Program kit of all models, customized worksheets and practice forms.
  • Participant or Team Code of 'Legendary' Customer Service.
  • Customized participant Action Plans.
  • Program publication and photographs.
  • Post-program satisfaction and impact assessment.

 

Additional Information:

- Typical Agenda -

  • All program agendas and materials will be finalized as customer needs dictate. Top level general outline is provided as a guideline only.

The 'Legendary' Customer Experiences

  • Identify the Three Levels of customer relationship and explore where and why customer relationships reside where they do.
  • Introduce the Why Change model and complete an exercise that will create a shared mindset of the benefit of change and growth.
  • Introduce the 'Legendary' customer Experiences model and identify the attitude, behaviours and actions they will need to live by to provide Legendary service.
  • Explore 'Active' Communication Styles and apply real-life customer circumstances to the model. Practice Legendary customer service role-plays for each style.
  • Introduce the art of being 'In the Moment", identify and practice key strategies and techniques to stay calm in the service storm.
  • Completion of a Code of Conduct for Legendary customer experiences and a Personal Workplace Application Plan.
  • The 'Legendary' Customer Service Chain

 

  • Participants will be introduced to and engage in an interactive 5 steps process to create their Customer Service Chain.
  • Identify the real value and impact of your service on the customer's organization. Real customer examples are utilized to drive home the learning.
  • Introduce Values in Action process. Participants use an interactive process to clearly identify how to measure value through action, prioritize and commit to the right service values.
  • Small groups examine the current execution of service with a focus on identifying key barriers to service and create a plan of actions to leverage strengths and overcome these barriers.
  • Develop a team 'Code of 'Legendary' Customer Relationships'.
  • Participants will conclude the program with a customized workplace application plan to clearly outline their personal plan of action and valid measurement criteria.