Dimensions of Service

Part of the Service Impact Series

Discover how to see all sides of the customer experience – and achieve first-class service!

In Dimensions of Service, you’ll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time – but satisfaction actually goes down.

We see this happen when a customer, Justine, doesn’t receive a call back as promised, and is frustrated that her issue hasn’t been resolved. The service rep Stacy – who is proud of her job and always does what management asks – counters that she is doing her job: answering phones quickly.

Larry’s superior, Wendy, explains that you need to understand all dimensions of service to achieve first-class customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.

Learning Points

Avoid focusing on single components of service
Focus on measurable results
Learn to measure multiple facets of service
Balance a variety of measurable dimensions for excellent service

Purchase Includes

DVD (5 Minutes)
Facilitators guide on CD-ROM
Facilitator’s Guide
Activities
Discussion Questions
Student Worksheet
PowerPoint file
Pre and Post-Training Assessment

Dimensions of Service is part of a new customer service training series designed for today’s high-efficiency, money-saving training needs. Features & Benefits include:: Easy-to-use – includes facilitators manual designed by service experts
Highly engaging – quick-paced, lifelike scenario gains
retains attention
Save money – all the quality at 60% off the typical price
Save time – quick program for efficient learning and behavioral change
Versatile – use for meetings openers, training sessions, and more

Part of the Service Impact! Series™ which is available with discounted pricing.

Uses

Customer Service
Retail Training

Enterprise Media offers the following discounted pricing on this program (discounts applied at checkout):

Federal Government (10% off)
State and Local Government (10% off)
Federal Government (GSA) (10% off)
Non Profit (10% off)
University and Graduate School (20% off)
K-12 (20% off)

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