Seven Star Service – How to provide exceptional service for the most demanding clients in the world.
Customer expectations have risen hugely recently. In some markets, the service is being provided by those who earn a fraction of those they are serving. As such, it is often hard for them to identify with their customers and the world that they occupy. For their part, the customers are living in a world where they expect the best every time – and usually get it.
This training day is specifically designed to help those who need to provide the highest quality service to extremely demanding customers. This is a whole day session for a maximum of 10 people. The morning consists of hard-nosed advice from business adviser, author and communications expert Kevin Duncan (from Expert Advice). The afternoon contains service advice and exercises from me. The outcome is a heightened awareness of the full range of the hard and soft aspects of delivering top quality service.
Wide-ranging material and exercises including:
- The art of good service and service recovery
- Getting your attitude right, and distinguishing between service and servility
- What am I like? An exercise in self-awareness
- Deciding your style. How to be an individual in a service organisation
- Establishing the need, particularly when the requester has not made it very clear what they really want
- How to say no politely
- Cliché and jargon alert. The futility of lazily reverting to jargon when clear expression would be more productive
- How to conduct yourself
- Do not distinguish between nice and nasty things to do
- The priority matrix
- The one-touch approach: think, do
- “I pledge to…” promises to which they are held
- What does 5-star service really mean?
- A review of ‘exceptional service’ as delivered by other brands
- The importance of service consistency – delivered at all levels of your organisation (client facing and administrative)
- Exceptional service essentials
- Instilling a ‘PRIDE’ culture
