Situational ServiceŽ Seminar: Beyond Basic Training This program provides the framework for improving service quality. Grounded in common sense approaches to exceeding service standards, participants learn valuable techniques for making moment-to-moment decisions that result in outstanding service.
Module 1: Customer Loyalty
Fierce competition, increased consumer awareness and other factors make satisfying customers the more crucial ingredient in future success- it's not just our jobs, it means our jobs!
Module 2: Customer Readiness
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.
Module 3: 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.
Module 4: The Situational ServiceŽ Model
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.
Module 5: Development and Recovery
This module takes the model a step further, into developing or increasing customer readiness. In this part you will also look at the dynamics of recovery and slippage, or stopping and reversing readiness slippage of a customer.
Module 6: Assessment Feedback
Through a Personal Development Inventory, participants identify their service strengths and areas for improvement. Strategies for transferring newly acquired skills back to the workplace are put into practice.
Module 7: Personal Development
Identifying primary and secondary service styles, personal service style range and the strengths of your profile leads you to ask, "Now what?" This module puts it all together.
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