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Clarify the common branded uniformity of
experience you want to provide.
Uncover each member's unique path to this
common experience.
Learn the principles of influencing for a
positive result through emotions and body
language
Find out how to use your own authenticity to
create a connection with the customer.
Explore a past personal best' in customer
service and distill the experience into a
universal applicability.
Focus on having fun and bringing the
customer in on the fun.
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Customer Quest
What is your customer’s quest? What’s most important to them? What is the common ‘branded’ customer service experience you’d like to offer? Are you
leveraging it fully? Within that commonality, what’s unique to you and your team?
What do you naturally, instinctively provide that addresses the customer’s needs?
Together we'll uncover the answers to these questions and leverage those answers for superior customer service. We'll look at
your customer base and find what needs they have in common. Then we'll drill down with specific customers and uncover
their unique needs and how to meet them. And we'll come up with specific, simple definitions of successful customer service
and build a road map to get there, every time. From there, we'll look at how to bring a service-oriented culture into every day
at work and lay the foundation for your customer service to be seamless, trustworthy, attentive and resourceful.
Transform your customers into your sales-force by engaging their passions and making
their lives more wonderful. Whether you work directly with your customers or not,
everyone will benefit from this rich, fun and experiential workshop. Whether we're working
with companies looking for a culture change, call centers, face-to-face front-line workers, directors bringing back their insights to their lanes, or non-traditional areas such as IT centers, all will walk away with fresh,
new insights and the tools to apply them.
We keep the energy high with a fast-paced mix
content, small group interviews, case studies (ideally
we use actual case studies from your company),
action learning sequences. We'll also examine other
companies that are customer-service leaders such
Southwest, Nordstrom, Jet Blue, and Trader Joe's.
blend the essential nuts and bolts of customer service
with cutting-edge principles from the Emotional
Intelligence, Appreciative Inquiry, and Communication
fields to give you the Customer Quest edge.
Action Learning
Get out of your seat, on your feet and put what you've learned into practice by incorporating one or more of these
simulations into your Customer Quest training. Here are a few examples:
Charity Bike Build
Time is almost up, and your team is working like a well-oiled
machine as you build 'err, well, well-oiled machines! Armed
with wrenches and enthusiasm, you race to construct a children's
bicycle. Meanwhile, other teammates are navigating fun, innovative
puzzles and challenges that test their customer service knowledge
to earn enough 'money' to purchase that last crucial part to make
your bike the first off the line. Now, your real customers come
running out - underserved children from your community!
Imagine the delighted surprise that fills the room when your
group finds out these kids get to take the bicycles you just built home with them. This is an excellent opportunity to
connect with the passion a team can feel about their work when they get to meet and spend time with their customers.
Build to the client's specifications and uncover their hidden needs in
this exercise that gets your people seeing a project from the customer's
perspective. Teams work together to build a device that will transport a
maximum number of marbles up to 50 feet!
Customer Quest Egg Drop Soup
Brainstorm, research, product test, build, and demonstrate a product that
must protect the valuable contents. This egg-citing activity challenges you
to peak innovation. You're providing a very helpful egg-drop service to your
clients. Protect the valuable contents and don't make egg-drop soup!
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