Service Excellence Workshop

Customer Service Excellence Image

Service Excellence Workshop



Overview

In this workshop, your team will apply UP’s principles and tools to solve service problems and build a culture of continuous improvement. This workshop does not focus on just customer service training with standard scripts and procedures. Rather, this is a highly interactive workshop to create practical, actionable, and scalable service education to achieve your service improvement goals.


Achieve these vital objectives:

  • Learn a framework to continuously improve service performance.
  • Build a common service language to help employees from different departments and levels communicate effectively.
  • Evaluate selected processes from the customer’s point of view – for external customers and internal colleagues.
  • Empower team members to earn compliments, resolve persistent complaints, and exceed customer expectations.
  • Inspire everyone to take personal responsibility and support each other in building an uplifting service culture.
  • Enable train-the-trainer service education for your teams

Key benefits and take-aways:

  • Stronger financial performance – increase revenue and profits from service excellence and reduce waste by eliminating actions which do not add value.
  • Differentiated brand experience – build internal capability to deliver positively surprising experiences on a regular basis.
  • Improved customer experiences – earn less complaints and more compliments.
  • Higher employee engagement – unleash creativity and accountability.
    Interviewing Techniques
    Interviewing Techniques
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    Interviewing Techniques
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    Interviewing Techniques
    Interviewing Techniques
    Interviewing Techniques
    Interviewing Techniques
    Interviewing Techniques


Workshop Benefits and Results

  • Generate new ideas for service improvement.
  • Prioritize team and individual action steps.
  • Inspire responsibility and commitment for results

Flexible Workshop Delivery

Service Excellence Workshops is designed to suit your needs and objectives. Each workshop can be crafted and customized with a combination of proven service principles to address your issues, overcome your challenges, and achieve your most important service improvement goals.



Example #1

Put an end to customer dissatisfaction. Eliminate bad experiences. Recover from existing problems.

  • Bounce! with Service Recovery.
  • Your Perception Points.
  • The Four Styles of Service.
  • Managing Customer Expectations.


Interviewing Techniques


Example #2

Increase customer loyalty. Create greater value. Build long term relationships and partnerships.

  • The Six Levels of Service.
  • The Four Categories of Value.
  • Building Powerful Partnerships.
  • UP the Loyalty Ladder.


Interviewing Techniques


Example #3

Improve internal service. Increase employee engagement. Improve creativity and collaboration.

  • The Six Levels of Service.
  • Building Powerful Partnerships.
  • The Cycle of Service Improvement.
  • Take Personal Responsibility – TPR.


Interviewing Techniques




UP! Your Service enables organizations to quickly upgrade service performance and secure a sustainable advantage by building an Uplifting Service Culture.

The UP! Your Service methodology aligns, integrates and accelerates your activity in three essential areas: Service Leadership, Service Education, and The 12 Building Blocks of Service Culture. This proven approach leads to an action-oriented culture empowering everyone to delight customers and colleagues with consistently uplifting service.


UP! Your Service was founded by Ron Kaufman, one of the world’s most sought-after educators and thought-leaders who specializes in building superior and sustainable service cultures. Ron is the New York Times bestselling author of Uplifting Service and 15 other books on service, business and inspiration. Ron has been featured in Wall Street Journal, USA Today and theNew York Times. UP! Your Service works with a diverse clientele of businesses, associations and government agencies throughout the world.