Page 16 - Dale Carnegie Course Catalog

CUSTOMER SERVICE
Attitudes for Services Primary Competency Categories:
It sounds simple, but successful organizations recognize that customer satisfaction stems from a series of interconnected causes and disciplines, and that customer loyalty drives profitability and growth. This complete experience is what can cause a customer to become a champion for an organization.
At the completion of this module, participants will be able to:
 Assess Customer Service Attitudes to set goals for improvement
 Incorporate the Four Drivers of Customer Service to build customer relationships
 Apply Attitude Control Principles to manage their attitudes
 Use conversational language to keep the interaction low pressure
• Attitude
Maintains a friendly, positive, and enthusiastic outlook.
• External Awareness
Sees things from multiple points of view. Keeps up to date with issues that affect responsibility.
• Customer Experience
Leverages positive experiences to create customer loyalty and long-term relationships.
Coaching a Service Team
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENT1E5RS LEADERS WHO BUILD AMAZING SERVICE
Managers of service teams have challenging responsibilities to juggle. You deal with the expectations established by marketing and advertising, promises made by salespeople, problems with operations and production, and deal with internal and external customer needs. Coaching service people to meet or exceed all these expectations requires a delicate balance of diplomacy and discipline.
At the completion of this module, participants will be able to:
 Manage talent and set goals to bridge gaps in performance
 Identify, monitor, and hold employees accountable
 Use constructive feedback and coaching to improve performance
 Leadership
Drives business results by aligning the vision, mission, and values to enhance business value. Is able to enlist the willing cooperation of others, while tapping into their highest skills and abilities, to achieve desired results.
 Accountability
Demonstrates personal responsibility. Holds self and others accountable for outcomes that are in alignment with the direction of the organization.
 Customer Experience
Leverages positive experiences to create customer loyalty and long-term relationships.