In any competitive environment, success will not result from economic, political, or technological decisions alone. Success, if obtained, will be a result of learning to effectively utilize our human resources. This program outlines a customer-driven process appropriate for beginner service representatives, as well as for veteran service professionals. This program provides the framework for improving service quality. The activities in this module center around defining and categorizing the different levels of customer readiness.
Participants learn to identify the behavioral cues associated with each level.
Service Styles Participants take an inward look at the behaviors they use when interacting with their customers. A self-assessment exercise allows for personal insight around the participant's comfort zones and the impact of their behavioral tendencies on customer satisfaction and loyalty. The job of service provider is one of the toughest in the world, in that the service provider owns the responsibility of informing and satisfying customers. Often there is very little time or information on which to make a decision. This module demonstrates the relationship between service style and customer readiness, which results in informed, satisfied customers that keep coming back.