Courses for
Service Excellence Skills
Customers rarely call to offer praise, so service professionals often deal with demanding customers, even angry or hostile ones. Service professionals often have to say “no” or deliver news the customer doesn’t want to hear. They must deflect negativity, maintain the relationship, and resolve the issue in a way that ensures the customer remains a customer. And they have to do it fast. The bottom line is that while service professionals can’t always resolve an issue in ways that delight customers, they can create a service experience that leaves the customer feeling respected and valued—and therefore still a customer.
However service professionals do have opportunities to delight customers. To do so, they need to know how to uncover the customer’s core needs quickly and to respond efficiently. This course teaches the skills required to identify and meet customer needs as well as handle the more emotional situations that are so often a part of a service professional’s job.
When the skills taught in this course are put to use they can help a business better satisfy and retain customers as well as reduce employee turnover.
LEARNING GOALS
In Service Excellence Skills, service professionals learn to
- create structure and consistency in each interaction;
- get to the heart of a customer’s problem quickly with skillful listening;
- resolve more problems in the first call or encounter;
- reduce stress and better handle their own reactions to emotional customers; and
- defuse emotional reactions of customers and re-engage them in productive dialogue.
REINFORCEMENT
All Ridge courses include a variety of reinforcement tools to help the participant apply the skills and to enroll the participant's manager in supporting skill use on the job. Click here for more details.
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