Course Catalog >> Workplace Effectiveness
Delivering What Customers Want
Course # 225
Advertising Description:
Uncover your customers’ expectations and explore ways to start service encounters off on the right track. Add to your fundamental customer service knowledge, learn some secrets of success, and practice skills that meet your own customer service goals. This course is based on the practical and down-to-earth principals of the best-selling book, Delivering Knock Your Socks Off Service, by Kristin Anderson and Ron Zemke.
Key Topics:
- Seeing through your customers' eyes:
- Who are our customers? Faculty, staff, students, internal/external customers.
- Customer expectations: Where they come from and how we can impact them, R.A.T.E.R. factors and self report, and three ways to manage your customer's experience.
- Secrets of success in projecting a service personality:
- Product, organizational, and customer knowledge.
- Listening and problem-solving skills.
- Bonus tips: 9 Ways to Communicate a Professional Image, Developing Your Own Customer Service Trademark, and tips from the class participants.
Objectives:
- Identify the five factors that drive every customer's evaluation of service quality.
- R.A.T.E.R.: Responsiveness, Assurance, Tangibles, Empathy, and Reliability.
- Recognize ways to demonstrate each R.A.T.E.R. factor to customers. Identify at least on specific action to try (of each of the five factors) that may exceed customers' expectations.
- Gain additional experience in practicing customer service skills (listening and problem solving). Identify at least one specific "success" characteristic to continue to develop.
Participants (audience course is aimed at):
This class is designed for front-line staff that work directly with internal and external customers.