Culture of Service Excellence

Culture of Service Excellence Program Overview

In this program, we will focus on the three essential skills that are vital to the success of every customer service professional:

    1. High-impact Communication Skills
    2. Effective People Management and Customer Service Skills
    3. Empathy and Emotional Intelligence

Phase 1: Customer Service Excellence Mindset

Before your customer service team is ready to learn new technical skills, they must first have the right team culture and customer service mindset in place.

While typical customer service training programs focus on skills training alone, after 18 years of research and working with customer service organizations, we know that if your teams don’t have the right mindset in place, no amount of skills training will ever make a difference.
Why? Because your customer service team may lack confidence, willingness and focus. Additionally, they may not be engaged or may lack the motivation and drive to achieve your organization’s goals. In fact, a recent Global Workforce study of 90,000 workers world-wide (including 5,000 in Canada) revealed that only 23% of employees consider themselves engaged.
However, if you first focus on building the right customer service culture and mindset, confidence problems and fears of change will disappear, and your customer service team will be engaged and ready to learn new tools, strategies, and tactics.

Customer Service Mindset Program Overview

The goal during this phase of the Customer Service Excellence program is to provide each member of your customer service team with a big-picture perspective of their potential, along with a heightened awareness of their own responsibility for achieving excellence and the choices and actions that will drive these results.
Some topics we will address during this phase include:
    • The difference between customer service excellence and mediocrity.
    • How mindset impacts behaviour and customer service performance.
    • The power of clarity and intention.
    • The 14 Levels of Awareness and how they shape our feelings, behaviour and customer service outcomes.
    • The seven practical steps to creating customer service excellence.
    • Setting meaningful and inspiring goals.
    • Building more capacity in the customer service team.
    • Aligning to a higher purpose and values at work.
    • Taking responsibility for performance excellence.
    • Breaking down limiting beliefs.
    • Shifting our outlook to achieve improved customer service results.
    • Creating a high performance customer service team.
    • Sustaining customer service excellence.

Expected Results
By developing the right customer service mindset, every member of your customer service team will become more confident, assertive, receptive and accountable—and will be able to deal with the challenges that come their way. They will be aligned to your organization’s vision, goals and values, which will in turn lead to higher levels of performance.
Some specific benefits you can expect to see at this stage include:
    1. Engaged teams that are aligned, focused and committed to your company’s vision.
    2. Increased self-confidence with greater courage to innovate and take action.
    3. A more cohesive team, with highly committed and loyal team members.
    4. A stronger focus on service and quality.
    5. Improved communication and cooperation.
    6. A big-picture perspective, focused on continuous growth and positive development.
    7. Higher levels of engagement, satisfaction and fulfillment at work.

Phase 2: Customer Service Excellence Skills

In this phase, we will focus on the three essential skills that are vital to the success of every customer service professional:
1.    High-impact Communication skills
2.    Effective People Management and Customer Service skills
3.    Empathy and Emotional Intelligence

Key Topics
    • How to create a service plan designed to deliver customer service excellence.
    • How to develop a differentiating and unique Service Philosophy and Values.
    • How to add value to customers by understanding their real needs and desires.
    • How to consistently deliver “The Superior Service Experience” to customers.
    • How to create a service culture that is focused on continual service improvements and innovation.
    • How to effectively address customer service challenges.
    • How to improve teamwork and cooperation.
    • How to inspire an open, flexible and “committed to excellence” attitude within the service team.
    • How to increase customer business, retention and loyalty.
    • How to make customer delight the normal service procedure in your business.

Expected Results
    1. A cohesive, committed and inspired customer service team.
    2. A pro-active service team that anticipates customer needs.
    3. Full engagement and attention when dealing with customers.
    4. Consistent delivery of “Superior Customer Experience.”
    5. Improved understanding of customer needs and motivations.
    6. Better management of customer expectations.
    7. Increased confidence and service excellence skills amongst the team.
    8. Practical knowledge, skills and techniques for meeting customer challenges.
    9. Enhanced skills and the right mindset needed to effectively deal with customer service challenges.
    10. Service that goes above and beyond the customers’ expectations.
    11. Increased customer satisfaction and business results.

Phase 3: Sustaining Customer Service Excellence

In this phase, your customer service managers will learn how to effectively use different coaching models to improve the performance of their customer service team, and remove any distractions that could be getting in the way of maximizing performance.
Your team leaders will learn how to distinguish between coaching, feedback, training and mentoring, and understand when each one is most appropriate. They will develop skills in consultative goal setting and communication in order to support their colleagues to outperform targets and, through practical exercises, will learn how to give positive and corrective feedback to ensure that they stay on track with their customer service performance indicators.
Some specific topics we will address during this phase include:
    • How to develop a clear, concise framework for coaching the customer service team.
    • How to become an effective accountability coach.
    • How to develop strategic coaching skills that accelerate performance improvements.
    • How to determine what strategies to apply for maximum results and impact.
    • How to identify ways to monitor the progress of each customer service team member.
    • How to provide constructive feedback to peers.
    • How to expand the skills, knowledge and attitudes required to coach for improved customer service performance.
    • How to create a more productive, highly energized work environment where exceptional customer service performance is the norm.

Expected Results
As a result of this phase of the program, managers will be able to sustain a high performance customer service culture and environment that:
    1. Promotes learning and development.
    2. Enables leaders to build upon their strengths and improve areas of opportunity.
    3. Builds trust and constructive relationships amongst the customer service team.
    4. Provides meaningful motivation to apply their new customer service skills.
    5. Aligns the customer service team with your company’s goals, values and business strategy.

At the end of the Customer Service Excellence program, you can expect your customer service managers to:
    1. Have the right mindset and skills in place to achieve superior performance.
    2. Effectively coach their team members to un-tap their potential.
    3. Motivate and improve the confidence of their team members.
    4. Increase the focus and performance of their team.
    5. Increase their team’s resilience and ability to deal with change and uncertainty.
    6. Enhance the creativity and innovation of their team members.
    7. Deliver excellence with their teams.
    8. Sustain your customer service momentum over the long term.

Get started on achieving Customer Service Excellence now





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