Day 1: Monday 15^th December 2008

Time

Activity

Topics

Registration
 

• Why Excellent Service is More Critical Today Than Ever Before.

• Types of Service Levels Your Customers Have Experienced With Other Companies.

• What Internal and External Customers Want.

• How Well Do We Meet Their Expectations.

• Employee and Customer Surveys to Measure Satisfaction.

• Consequences of Negative or Good Customer Service.

• Keeping Customers Is Easier and More Cost Effective Than Finding New Ones.

• Stories of Poor Customer Service Travels Faster Than Good Stories.

• Benefits of Excellent Service.

• Delight Internal Employees So They Can Delight External Customers.

• You Are the Company From the Customer’s Perspective.

• Each Employee Makes A Difference Every Day.

• Treat Others Like They Want to Be Treated.

• Demonstrate Professionalism in Behaviors and Actions.

• Be Approachable, Friendly, Courteous, Helpful, Respectful and Polite.

• Use Best Practices to Transfer and Put Customers on Hold.

• Do Not Assume.

• Ask Questions to Clearly Understand.

• Listen and Empathize. 

Lunch

• Explain the “What” and “Why”.

• Replace Saying “No” With What You Can Do.

• Use Creative Problem Solving.

• Empower Employees to Make Decisions Without Escalating to Management.

• Provide Clear Negotiating Guidelines.

• Go the Extra Mile by Taking Initiative.

• Be Proactive, Accountable and Follow-Up.

• Sincerely Care, Even When Customers are Upset.

Break

• Educate All Employees on Company Mission, Vision and Values.

• Describe Revenue and Sales Objectives and Associated Costs.

• Train All Employees on Your Products and Services.

• Be Sure Employees Are Familiar With Your Website.

• Let Employees Use Your Products and Services At Work and At Home.

• Your Employees and Their Families and Friends Are External Customers.

• Provide Incentives For Customer Referrals.

• Communicate Results.

• Celebrate Successes.

Day 2: Tuesday 16^th December 2008

Time

Activity

Topics

Registration
 

Session 1 - Excellent Session 4A - Creating a Motivational Environment

• The Manager’s Role is to Develop Their Individual Team Members.

• Identify Developmental Opportunities.

• Communicate SMART Expectations.

• Provide Positive and Corrective Feedback.

• Conduct Coaching Sessions.

• Leverage Rewards, Recognition and Consequences.

• Offer Training.

• Model Professionalism.

• Keep Your Word.

• Share Information.

• Delegate.

• Know What’s Happening “On the Front Line”.

• Conduct Regular and Productive Meetings.

• Catch Employees in the Act of Doing Things Right.

• Train Managers to Use the Performance Appraisal Process as a Motivational Tool.

• Allow Employees to Appraise Their Managers.

• Use 360 Degree Assessments for Managers.

• It’s the Little Things That Make the Big Differences.

• Understand How Negativity Spreads Like A Virus.

• Chose Your Attitude.

• Communicate Reasons for Change.

• Provide Regular Updates Using Various Methods.

• Be Honest and Truthful.

• Involve, Invite and Implement Ideas From All Employees.

• Recognize That Different Personality Styles React Differently to Change and Respond Appropriately.

• Provide Stress Management Training and Programs.

• Offer Stress Management Tools During and After Work.

• Implement an Employee Assistance Program (EAP).

• Communicate Down, Up and Across the Organization.