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Delighting Customers
Create a Culture of Exceptional Service
 Overview
Delighting Customers, from Customer Focus, Inc., is a skills-based service-training program that builds customer loyalty and competitive advantage through "delightful" customer experiences. It creates a customer-focused culture for face-to-face or telephone service reps in either non-technical or technical arenas. Delighting Customers is offered in a variety of flexible formats.
Key Results
Customer service excellence drives repeat and new business. Lasting loyalty is earned by individual employees, whom customers trust to act as their advocates and view as being committed to their needs and feelings. Key results from Delighting Customers include:
- Increased customer satisfaction
- Improved employee competence, improved morale, and reduced turnover
- Improved teamwork and interdepartmental cooperation
Critical Applications
Participants in Delighting Customers immediately apply the learning from the program to:
- Improve handling of routine customer calls
- Deal more effectively with upset customers and "problem calls"
- Identify areas of friction between departments and take active steps to reduce or eliminate them
- Improve intra- and inter-team communication
Learning Outcomes
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 and build internal cooperation and communication
Program Description
Delighting Customers is expertly designed using video-based behavioral modeling and accelerated training methods. Detailed, step-by-step instructions and materials make it easy for trainers to deliver successful sessions. 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.
Participants receive a kit filled with a workbook, and learning and job aids. Also included is 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-focused employees, measure customer needs and satisfaction, build teams, re-engineer work processes, build internal customer focus, and conduct 20-minute team reinforcement sessions. The kit 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 and Participant Feedback.
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
Delighting Customers can be delivered in one day, However, lengthening the program to one and one-half or two days—by including the optional activities provided, and by lengthening discussions and practice time—will enhance and reinforce participants' skill development. Optional Create-Your-Own Practice Sessions are included for self-customization. The workshop can be delivered in 1-2 full days, 2-4 half-days, 4-8 two-hour sessions, or 8-16 one-hour sessions. The Trainer Kit includes a very detailed Trainer Guide with Self-Study Preparation; 40-minute video; eight, four-color Tyvek wall charts; Certificates; Tent Cards; blindfolds; competition game cards; and more. Managers should attend with employees. Managers receive a Manager Kit, which includes a Participant Kit plus a Manager Tool kit.
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