Customer Service Excellence

To develop a customer service focused culture and implement core values to support superior customer service in all operations. This workshop is about defining your company brand experience and brand promise, then aligning the business to deliver on that promise every time.

Course Materials:

• WORD Documents on Customer Service and Technician Training
• Power Point Slides – Power Selling Pros – WOW Presentation (Brigham Updated)
• Power Point on Customer Service Excellence in a Business

Topics Covered:

• Developing a customer service culture
• Alignment of a Vision and Purpose
• Implementation of core values in all areas and specific behaviors required
• Defining a Brand Promise and Customer Experience – Company Wide
• Understanding the Internal and External Communications
• Phone/telemarketing professionalism
• Debriefing technicians and homeowners
• Proper paperwork
• Rewarding positive behavior
• Sales support from customer service reps
• Implementing customer service follow up plan

What to Bring:

• Core Values of the business defined if available
• Open Mind
• Written Dispatching Procedures as they Exist Today in the Company

Follow up Homework:

• Vision-Define the Company Vision
• Define Core Values and Behaviors
• Write a personalized telephone script
• Consider a Secret shopper process
• Train Daily-weekly-behaviors to support core values
• Establish a training plan that aligns brand experience with the work training
• Implement a customer service follow up plan

Who Should Attend

Owners of Trades Businesses, Service Managers, Call Center Managers