The Service Suite
I serve, therefore I am.
- Moment of Truth
- Putting Employees First
- Professional & Personal
- The Angry Customer
- The Second Impression
- Customer Centricity
- BACS™
- Every Time is First Time
- The Winning Edge
- Service is a Feeling
Managing Moments of Truth
Every opportunity that a customer gets to form an impression of the organization is a moment of truth. The vast expanse of mediums and the multitude of options not only mean greater exposure but also a challenge to get things right – consistently. This program helps map the entire spectrum of moments of truth – exteriors and ergonomics down to the number or rings on the telephone before the call is answered – and successfully convert them to moments of trust.
A happy employee usually means a happy customer. Looking at one's colleagues – the rank, file, hierarchy notwithstanding – as customers is a significant, albeit not an easy, mindset shift. This workshop helps the participant internalize the message that a chain is only as strong as it weakest link and that a set of healthy 'working' relationships are key to success at the workplace.
Hard or material aspects of service – such as infrastructure, technology, product, price are limited differentiators and can be reproduced by other organizations as a matter of template with no or minimum loss in transmission. Soft service – such as but not limited to managing expectations, displaying warmth, making business fun, a personal touch to the professionalism help forge a strong brand with clear unique selling propositions and set the bar high and create entry barriers for the competition.
Customers are not always right; but it doesn't help to tell them so. Businesses today face clients with a sense of entitlement as against merely expectations as in the past. Most well meaning efforts to assuage and appease a fuming consumer end up only flaring the situation further. This skill building workshop helps participants develop the ability to pace, empathize, be assertive in the right measures whilst predating a mindset shift to focus on the 'customer' instead of the 'complaint'. Our most difficult customers are also our greatest source of learning.
No matter how hard an individual or an organization tries – things do go wrong once in a while. Occasionally, they go terribly wrong. As it turns out, this is not a bad thing to happen – when it is rare. Service recovery is the paradoxical effect that takes place upon activating a set of behaviors and proactive use of discretionary power whereby a product failure ultimately results in increased customer satisfaction – greater than that expected with no product failure.
Even the most skilled customer-facing workforce with a can-do attitude finds it hands tied at the time of rendering service if the organization doesn't have customer friendly policies and procedures. It's a familiar story of intent without action. This workshop for middle management and decision makers helps align feasible, practical and win-win customer centric practices with the DNA of the organization - thereby enabling its institutionalization and potential to be the wind beneath the wings of the team at the front office levels and beyond.
For evolved organizations at the top of their service game, good, great or even excellent service levels are no longer enough or a brand differentiator. The service on offer – as indeed its every element – needs to capture the spirit or the quality of the product, and the brand. This workshop helps design and align the different tenets of service delivery with the core and intrinsic values and behaviors of the brand as also with its vision and mission. Implemented well, this intervention is a 'game changer'.
Consistently superior service is a combination of attitude, skills and knowledge. This intensive skill building workshop helps new and experienced customer facing individuals and teams learn and internalize a role requisite skill set - constituting communication skills, telephone and email etiquette , business writing, and other specific skills - at both an awareness and application level.
Even the most customer centric organizations find it impractical to fulfill every demand of their customers. Counter intuitive as it may seem, trying to satisfy all needs often ends up in dissatisfied customers. The key is to fulfill some expectations – both explicit and implicit - and manage others. Learning to say a 'no' without harming a relationship is a most valuable skill and assertiveness is perhaps the single most important trait needed at the modern workplace. This experiential workshop helps unleash the assertiveness gene within and to create win-win situations for the individual, organization and the customers.
Beyond the jargon and the endless repository of definitions, theories and hypothesis, service, first and foremost, is a feeling. One that is intangible, but measurable all the same. This workshop serves as a primer about the bare building blocks of great service - two of which are keeping it simple and getting the little things right.
