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Customer Service Edge Training

Signature Worldwide
Training overview
Corporate / Group Training
1 day

Course description

Customer Service Edge Training

Exceed Your Customer’s Expectations

Research indicates that up to 80% of all customers who leave for a
competitor report having been satisfied with the previous company.
In today’s business environment, companies are realizing that a
satisfied customer is not enough. Signature Worldwide’s Customer
Service Edge™ is an organization wide approach to creating a
customer service culture that turns satisfied customers into loyal
customers.

Customer Service Edge is a fun, unique and empowering training
solution. Our two-part training focuses first on giving frontline and
support staff the training, motivation and confidence they need to
make every customer experience an exceptional one. Through a
variety of techniques staff will learn how to:
• Help the customer and create immediate and lasting legendary
experience
• Act on customer requests in a service-honoring way
• Handle challenging situations with winning results

By using Customer Service Edge to improve customer
impressions from the beginning of the interaction to the successful
resolution or completion of the request, your employees, your
customer and your business will benefit. Our second phase of
training engages supervisors and managers and builds on the
service training. The primary focus is on communication and
feedback. Supervisors and managers learn how to:
• Recognize great behavior
• Deliver constructive feedback
• Reinforce skills trained

Description
Signature’s Customer Service Edge™ program includes an
assessment defining the culture, standards and processes of the
company from the employee perspective. The assessment begins
with a meeting including the company stakeholders and determines
the level of tailoring or customization of the training content.

Signature will teach your staff our proven “Magic Formula” and nine
non-negotiable service skills to help associates more consistently
delight your customers. Training focuses on the four concepts
of connect, discover, deliver value, and provide a legendary
close. With this program, participants learn to impact customer
impressions, while increasing repeat business and service scores.

Program Outcomes
• Improved ability of the staff to handle customer requests and
problem resolution in a way that guarantees customer satisfaction
• Increased employee commitment to delivering legendary service
at every customer touchpoint
• Greater staff confidence to build rapport with customer during
in-person interactions
• Consistency in customer service standards/skills and improved
customer satisfaction ratings
• Enhanced customer experience resulting in increased customer
loyalty
• Differentiate yourself from the competition

Who should attend?

• Frontline Customer Facing Employees
• Counter Personnel
• Service Staff
• Back Office Staff
• Service Supervisors
• Department Managers
• General Managers

Training content

Course Agenda

Introduction

Welcoming activity and an overview of the session

Legendary Service

Characteristics of exceptional service are reviewed and ways to create a legendary
impression are discussed

Power to the People

Tips on providing the customer value. Define the four key concepts of service

Reality Trip

Reviewing a typical customer interaction and identify the customer service skills that
are effectively used and areas where improvement can occur

Connecting with the Customer

Insuring that the interaction starts in a positive and professional manner

Discovering and Gathering Information

Tips and process for ensuring understanding of prospective customer’s needs

Skill Practice

Practical role plays and other activities to apply the skills

Delivering Value

Identify key behaviors for delivering value during prospective customer interactions
and which set your organization apart from the competition

Skill Practice

Practical role plays and other activities to apply the skills

Closing Strategies

Tips on showing appreciation and setting expectations which further customer
relationships and create legendary lasting impressions

Skill Practice

Practical role plays and other activities to apply the skills

Next Steps

Opportunities to deliver additional legendary service are introduced. Discuss the
components of Signature’s ongoing reinforcement program

Course delivery details

  • This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 

Costs

Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Global Customer Service and Sales Training  You seek customer service and sales training to help your teams effectively cultivate, engage and nurture relationships with customers. But does your training partner have depth of expertise in your industry? Signature Worldwide does....


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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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