How to Achieve Consistent Excellence in Customer Service
The 3 programs in this series offer real-life examples of service excellence that give you specific steps to implement in your organization.
No matter what customer service programs you currently use, this series is an effective and valuable extension.
A must have for your training library!
The Customer Service Training Series includes:
It's Show Time! - Multiple customer service training uses, all audiences
Service Heroes - Multiple customer service training uses, all audiences
Six Steps to Greatness - For managers, implementation steps
It's Show Time! Customer Service Teamwork
It's motivational! It's fun to watch! It's about customer service and attitude! It's a best seller! It's Showtime!
It's Show Time is a look at customer service and corporate culture from Stew Leonard's Dairy in Norwalk, Connecticut - which has long been recognized as a leader in service. You'll witness how success has to do with consistent excellence, the ability to inspire hundreds of team members to show up for work everyday with a positive attitude, and a focus on creating customer experiences that bring people back.
Learning Points
Culture Guides
Customers Rule
Attitude is Everything
Workplace Fun Works
Accept Empowerment
Service Heroes Customer Service Turnaround
Baptist Health Care is a leader in customer satisfaction. But a decade ago, it was a different story. Learn how this healthcare organization became a leader in service and a model for employee satisfaction!
Baptist Health Care ranked in the 10th percentile in customer satisfaction just a few years ago. Now they are ranked #1 in an independent survey of over 600 hospitals! Their incredible turnaround makes for one of the greatest customer service stories ever told.
At #10 on Fortune’s best workplaces list, they figured out how to be one of the most effective service providers anywhere, in any industry. Their main secret is really just common sense: everybody can make a difference, and is expected to do so. Watch how they did it and apply their lessons to your own organization!
Learning Points
Be ready for moments of truth
Achieve through change
Always think "customer"
Find a way to make a difference
Teamwork works
Everyone must be involved, everyone!
Be a service hero
Six Steps to Greatness Customer Service Agenda
Go on location to Baptist Memorial Hospital and learn how they achieved their top customer service ranking!
This program introduces six of the key steps used to achieve a customer service turnaround. The content is specifically aimed at leaders with responsibility for implementing customer service strategies and attaining service improvement goals. Specific steps in the Baptist Health Care turnaround are shown, but the service lessons will apply to any organization.
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