This section provides you with assessments, inventories and other resources to help increase awareness of, and the skills needed to, deliver effective Customer Service. Each product is supported by an appropriate comprehensive Facilitator Guide.
Providing Service Leadership means equipping employees with the skills needed to flex their behavioural styles in order to meet the needs of the customer, guest of client.
While the importance of customer service may vary by product or service, industry and customer, it is always a vital differentiator which can tip the balance between success and failure.
Increased retention of hard won customers, alleviate the pressure of price competition, increase customer/ client/ service user satisfaction. The major differentiator between providers is often the level and standard of customer service.
Effective with people at all levels - executives and employees alike - each person is able to identify his or her own service action plan. Becoming a Customer Service Star gives individuals a profile of their customer service strengths and weaknesses. Useful as an individual analysis, a measure for personal development, building a service team, or an opportunity to identify changes needed.
The Employee Version, intended for customer service employees, focuses on your employees' perceptions of their abilities - and those of the organisation - to deliver Knock Your Socks Off Service.
As the focus on excellent customer service continues to be a popular trend, there is a growing expectation that employees should receive the same level of service from internal service providers as they would elsewhere. But internal service providers have a bond with their customers that external vendors simply do not share. Because of the complexity of this relationship, internal service providers need to judge their behaviour by a new standard.
Spice up your next customer service training programme with SkillBuilders 50 Customer Service Activities Collection; a creative, engaging, and innovative collection of skill development activities.
Increase the creativity and skill level of customer service representatives, Demonstrate what excellent customer service is, Provide insights and practice to improve customer service, Develop your own organizations bank of customer service learning situations.
Online Assessment Option: Order One Per Participant.
The online assessment is administered to participants through the online portal (which you will be sent access to) and includes personalised reporting, full-colour charts, interpretive information, worksheets, and action planning. A detailed report is delivered electronically to the facilitator/administrator when complete. The trainer can control if the participant can access their report.
You will receive the assessment link/info via a separate email.
The Facilitator Guide features theoretical background, administrative guidelines, reproducible participant handouts, overhead transparencies, and more.