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Winning With Service
Create Successful Service Interactions with Customers of All Types
 Program Benefits
Winning With Service, from Advance Consulting, Inc., helps employees become more confident and successful in their interactions with external customers, and internal team members and management. Customer relationships go far beyond just landing the sale - the daily interactions your service and internal groups have with customers and with each other are critical to building and keeping customer relationships strong. This workshop builds the skills needed to successfully partner with others, no matter how difficult, and understand how to provide outstanding customer service in all situations.
After experiencing Winning with Service, your people will be better able to:
- understand what high-quality customer service means to both internal and external clients
- develop a more professional and consistent approach with all customers
- improve their ability to articulate their experience and influence customers
- reduce/eliminate barriers to providing good customer service
- effectively face customer challenges and apply collaborative problem-solving processes
- understand their customers' personalities, body language, opinion/frame of reference, and task approach in order to improve interactions with them
- increase trust and commitment with all customers
Program Description
During Winning with Service, participants engage in dynamic discussions and jobspecific application activities using real-life examples. Participants focus on their individual situations during the workshop, and receive feedback through facilitator and peer coaching. Program content includes:
Module One: Elements of Customer Service (RATER)
- Participants discuss the elements of customer service and how these elements apply to their business situations. They identify barriers to providing outstanding customer service and ways to eliminate those barriers.
Module Two: Who Are Your Clients?
- A significant step to providing outstanding service requires knowing and understanding clients. In this module, participants learn the PLOT observation tool (Personality, Language, Opinion/Frame of Reference, Task Approach) for developing positive personal working relationships. and practice responding to client requests.
Module Three: Influencing Customers
- Participants use the Expertise Statements model for articulating their expertise and influencing customers to think more broadly. Participants also learn how to focus their responses to clients on what is most important and relevant.
Module Four: Managing Client Interactions
- A model is presented for interacting with customers at any point in time. Key concepts include: determine your goal; question to understand the customer's opinion and frame of reference; peel the onion with value-based questions; re-evaluate your goal, if needed, and respond based on what you have learned using Expertise Statements.
Implementation/Customization
Winning with Service is typically implemented as a one-day workshop. It can be followed with team-building workshops and/or additional training using The Consultative Approach®.
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