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Question: How can we sustain delivering outstanding customer service? |
| Answer: Continually reinforce the principles of outstanding customer service. | |
| Question: Exactly how do we do that? | |
| Answer: Use Emily's 12-part program Customer Service 12 Steps to Excellence. | |
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In each 20-30 minute segment, Emily educates and challenges your staff to exceed customer expectations during their regular department meetings. On a rotating basis, have individual associates lead the discussion after the audio is played. Topics covered in this program include:
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Create a customer-centered organization |
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Create personal power |
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Be a solution provider |
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Handle angry customers |
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Develop high latitude listening skills |
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Use high-technology tools |
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Create a customer-focused office environment |
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Create a positive attitude each day |
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Improve telephone communication |
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Deliver outstanding customer service |
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Communicate with confidence |
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Create customer loyalty |
| What clients are saying about this program: "Customer Service 12 Steps reinforced our agency culture and kept us focused on customer service excellence." Agency Owner, NC "As part of our Super Outstanding Service initiative, we used Emily's Customer Service 12 Steps to Excellence program in all of our 64 field offices over an entire year. It made a world of difference in our staff's commitment to providing great service. In addition, our people had the opportunity to lead meetings which helped develop their presentation skills." Executive Vice President, Regional Insurance Company
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