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Creating CEOs
Create service providers who “own” the customer experience
 Program Benefits
Enabling service providers to truly become “Customer Experience Owners” is the goal of the preeminent skills-based service-training program, Creating CEOs, from Customer Focus, Inc. The program builds customer loyalty and competitive advantage through superior customer experiences. Offered in a variety of flexible formats, the program creates a customer-focused culture for face-to-face or telephone service reps in both non-technical or technical arenas. Key results include:
- Increased customer satisfaction and loyalty
- Increased employee responsibility-taking
- Improved employee problem-solving competence, improved morale, and reduced turnover
- Improved teamwork and interdepartmental cooperation
- Employees who become Certified CEOs
Program Description
Creating CEOs teaches service providers how “owning” the customer experience drives repeat and new business. Participants learn why lasting loyalty is earned by the individual employees that customers trust to act as their advocates, and view as being committed to their needs, feelings, and experiences. During the program, participants acquire and repetitively practice how to:
- Greet, build rapport, uncover needs, listen, clarify, explain, and delight customers
- Handle upset customers and complaints, negotiations, and challenging situations
- Avoid misunderstandings, manage expectations, and take responsibility
- Work in teams to build internal cooperation and communication
Creating CEOs is expertly designed using video-based behavioral modeling and accelerated training methods. Participants engage in fast-paced team activities, simulations, quick skill drills, line and walk-around practice, competitions, role-plays, and respond-in-role interactive video that make learning fast, effective, exciting, and fun. At the conclusion of the program, participants immediately apply their new learning to:
- Take responsibility for customers’ needs and experiences
- Become customer advocates
- Problem-solve and innovate
- Uncover sales opportunities
- Delight even upset customers
- Work as a service team
- Gain acceptance for ideas
- Negotiate effective solutions
- Improve internal service
- Avoid misunderstandings
- Give GEMs™ to Go the Extra Mile
Participants receive a kit filled with a workbook and learning and job aids, including a Participant Tool kit with dozens of telephone techniques, team building activities, personal assessments and improvements, selling techniques, and tips on handling challenging customers. An optional Manager Tool kit provides tools to hire and coach customer experience owners, measure customer needs and satisfaction, build teams, re-engineer work processes, build internal customer focus, and conduct 20-minute team reinforcement sessions. It also contains program measurement tools that include a Behavior Observation Form, Internal Service Measures, Customer Feedback Forms, and Estimates of Revenue Impacts.
Additional measurement tools include a Mastery Test, Participant Feedback, and a follow-up checklist so managers can ensure their employees remember and use the skills they’ve learned. Also included are materials for an optional GEM (Go the Extra Mile) Employee Recognition program that empowers participants to recognize other employees who go the extra mile. The result is enhanced employee motivation and empowerment, cooperation and teamwork, and internal customer focus.
Implementation/Customization
Creating CEOs can be delivered in one day but is most effective when delivered over 1 and 1/2 or two days (either 1-2 full days, 2-4 half-days, 4-8 two-hour sessions, or 8-16 one-hour sessions). Managers should attend with employees. Optional Create-Your-Own Practice Sessions are included for self-customization. The Trainer Kit includes a detailed Trainer Guide with Self-Study Preparation, 40-minute video, eight four-color Tyvek wall charts, CEO Certification Certificates, Tent Cards, blindfolds, competition game cards, and more. The Manager Kit includes a Participant Kit plus a Manager Tool kit.
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