Excellence in Service
Excellent service or the lack of service in any organization holds the life or
death of the organization in its hands. Poor service can be disastrous FOR the
long term viability of ANY ENTERPRISE. Great service can create an enterprise
that outperforms the competition and is able to prosper over the long run. In
this program, you will distinguish "THE NATURE OF RITZ CARLTON LEVEL
EXCELLENCE IN SERVING THE CUSTOMER", what it is and what it is
not. Learn how to have your customers trust you, and have employees that communicate at an extraordinary level.
For example, this service program was an integral part of the results produced at Sterling Bank. At Sterling Bank, having a culture where the employees served the customer at a very high level was one of 4 top strategic objectives. This culture of service produced:
- Sterling Bank recognized on Fortune Magazine, "Best Places to Work" in America for 2003, 2004, and 2005.
- Mystery Shopping results increased from 45% to over 80% consistently.
- Sterling exceeding expectations in contributing to the community.
- Turnover decreased over 50% with tellers or front line employees.
In this Program you will:
- Make the connection between effective communication and "World-Class
Service" - Bring ordinary service to extraordinary service and delight your customers
- Take the current "philosophy of service" in your organization to the next level
- Examine the barriers to service, communication, and trust
Train you to alter what is currently being said to the customer into winning words that provide solutions - You will learn how to turn complaints into requests
And finally, you will learn what it takes to serve from the heart and bring excitement to servicing your customers
Benefits of the Program:
- Go from satisfied customs to loyal customers
- Produce extraordinary results in service measures
- Reduced turnover
- Reduced mistakes, less complaining, and gossiping
- Bring out the brilliance and strengths in your employees by engaging in authentic communication, integrity, responsibility and extraordinary service
"There is only one boss: the customer. And he can fire everybody in the company, from the chairman down, simply by spending his money somewhere else."
Sam Walton (1918-92)
Founder, Wal-Mart Stores
