Quality service flows first not from management
in particular but from embracing service as a leadership imperative
in general. Few would dispute that the complexity of today's
business environment gives rise to numerous episodes for customer
disappointment. Indifferent, incompetent, and careless service
providers seem to be in the majority. Some organizations resort
to gimmicks in order to overcome the situation. The outcome
is often the reverse of expectations. Other firms throw their
hands up in the air and pin the blame on economic conditions
or lack of confidence in employees.
Participants in this seminar will discover what it means to
lead for service. This seminar will explore that process by
which an
organization arrives at a Service Leadership Position. It
will address the development of the service individual as
well as the organization as a whole. Topics considered in
the seminar include:
-
What is Service Leadership?
-
Assessing Customer Expectations
-
Five Characteristics of an Outstanding
Service Leader
-
Training the Customer
-
Discovering the Opportunity Voids
in Service Delivery
-
Closing the Expectation/Delivery Gap
-
Understanding and Planning for Service
in the Future
Top of Page
|
|
|
Creating an outstanding service
program is one thing, having the customer respond is another.
While lip service for customer service is outpacing inflation
with exponential growth, the reality of customer service on
the other hand continues to spawn more forms of "RAGE"
than the media can keep us up with. We have arrived at the
point where customers are so desensitized to poor service
that their expectations are below standard. In a world of
labyrinthian phone routing systems we are ecstatic when met
with the voice of a real person and not a virtual minatour.
Maintaining corporate service leadership, at the very least,
is a two step process: 1) committment to service as action,
not just words and 2), this naturally flows from the first
if executed well, training customers to recognize and appreciate
your exceptional service and having them spread the word.
This seminar is delivered in two parts, one to two weeks apart.
The opening session concentrates on the theory and tools needed
to assess the current situation and to facilitate dialogue
with customers and those members of your staff who are directly
responsible to them. The second session, one to two weeks
later, focuses on development of your own corporate customer
education program. Some topics included are:
-
Why Train the Customer and what does this mean?
-
Assessing the Customer Base
-
Creating the Customer Training Tools
-
Reading Customer Understanding
-
Managing Perception: Capitalizing on the Apparent Service
Void
Top
of Page
This seminar, designed for the individual
on the front lines of customer service, offers the participant
a course in proper business and social etiquette. For the
food service industry, Public Virtues also offers dining etiquette
training. In all cases, there is a segment of the customer
base who are familiar with proper etiquette and protocol customs
and who will automatically judge you and your personnel by
those standards. In order for customer service professionals
to appropriately communicate with and adapt to customer styles,
they need to know all the possibilities. Depending on the
level of training desired, this topics may extend from one
to three days. Seminar topics include:
-
History of the Service Tradition
-
Traditional Signs of Respect
-
Nonverbal Communication
-
Addesssing Others Properly
-
Conversation Skills
-
History of Dining Etiquette
-
Understanding Silverware Position and Use
-
Table Manners and Body Language
-
The Silent Service Code
-
Service Forms
-
American and Continental Dining Styles
Top of
Page
This seminar is designed
to assist organizations in creating and maintaining an evironment
where employees are ennobled to respond to customers in "real
time." Participants learn from case studies and models
of service through the ages and across many markets.
Public Virtues helps the partcipants consider
what is at the heart of good service--beginning with themselves.
Individuals also evaluate the role of physical surroundings,
transaction process and the passage of time as a determinant
in the customer's perception of service. With new skills and
an outside in perspective, management can proactively create
a Service Leadership Organization. Topics include
-
What is a Service Environment?
-
Finding Service Oriented People
-
Physical Surroundings and Support Systems
-
Customerizing the Service Process
-
Complaints as Opportunities
Top of Page
Believe it or not, contrary
to the "book end" approach to good service, behavioral
science applied to customer perception suggests that recovery
after a service lapse is actually more important than the
attempt to provide exceptional service to begin with. At the
very least a quick and responsive customer service system
that ennobles employees to make "real time" decisions
will signal the customer that "getting it right"
is important. This seminar is designed to help individuals
transform the complaining customer into a loyal referral.
Public Virtues offers employees and managers alike a set of
tools that will aid in ameliorating customer service breakdowns
and techniques to begin the recovery process. Some topics
included are:
-
Customer Service Recovery
-
Troubleshooting the Service Voids
-
Analyzing Customer Style
-
Keeping the Personal Out
-
Turning Complainers into Champions
Top
of Page
| 
