Show findcourses.com as: Mobile

Legendary Customer Experience Training

Signature Worldwide
Training overview
Corporate / Group Training
Varies
Start dates
Online
Request information

Worldwide
Request Information
Legendary Customer Experience Training

Course description

Legendary Customer Experience Training

Creating Legendary Experiences

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 Legendary Customer Experience Training is an organization-wide approach to creating a customer service culture that turns satisfied customers into loyal customers.

The program includes:

  • Assessment: Defines the culture, standards and processes of the company from the employee perspective.
  • Stakeholder Meeting: Establishes program objectives, provides an overview and includes a discussion on cultural changes with stakeholders.
  • Manager / Supervisor Orientation: Introduces management to the training and resulting changes.
  • Kick-off Rally: Builds excitement for upcoming training with an all-employee event.
  • Training for Managers: Provides management with resources needed to integrate a customer service model into daily practices.
  • Training for Employees: Introduces the customer-service culture concept to all employees.
  • Experience Training: Focuses on application of the customer service skills to create individualized customer experiences
  • Leadership and Coaching: Equips management with the knowledge to coach employees on the customer service skills and
    performance.

Legendary Customer Service Training can provide training solutions that enable you to:

  • Increase customer satisfaction ratings and sales
  • Achieve industry quality ratings
  • Differentiate yourself from the competition
  • Manage cultural change

Learning Objectives

Through a variety of techniques, including role-playing, employees will learn how to create and manage the customer experience by:

  • Improving awareness and performance management 
  • Building relationships
  • Taking ownership

Who should attend?

This course is suitable for:

  • Reservations
  • Sales
  • Marketing
  • Front Desk Associates
  • Bellman
  • Transportation
  • Concierge
  • PBX/Call Center
  • Spa
  • Retail
  • Security
  • Housekeeping
  • Food & Beverage
  • Maintenance 
  • Activities Staff

Training content

Course Agenda

  • What customers are really looking for?
  • What is legendary service? (meaning, traits, behaviors)
  • What is in it for everyone? (me, the customer, our company)
  • What does the competition sound like?
  • What do we sound like?
  • Identify key service behaviors
  • Establishing a strong connection with our customers (Connecting behaviors)
  • In-person vs phone communication differences
  • Skill building (Greeting, Tone, Taking the lead, Demonstrating empathy, Using the caller’s name; Capturing customer information)
  • Skill practice
  • Conveying our desire to understand the customer’s need (Discover behaviors)
  • Listening activity
  • Three modes of listening
  • Skill building (Sense of curiosity, Asking questions, Actively listening)
  • Skill practice
  • Demonstrating a true partnership with each customer 
  • Dealing with difficult situations or challenging customers
  • Skill building (Restate understanding, Offering best solution, Confirm, Advance, Verify satisfaction)
  • Skill practice
  • Making a legendary lasting impression 
  • Skill building (Communicating next steps, Offering additional assistance, Closing statements)
  • Skill practice
  • Next steps – Where do we go from here?
  • Skill practice
  • Demonstrating a true partnership with each customer (Partner behaviors)
  • Dealing with difficult situations or challenging customers

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

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. From Fortune 500 companies to leading...


Read more and show all training delivered by this supplier

Contact this provider

Fill out your details to find out more about Legendary Customer Experience Training.

  Contact the provider

  Get more information

  Register your interest

   

Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

 Show phone number

Reviews

Average rating 5

Based on 5 reviews.

Customer Service Representative, Los Angeles Athletic Club
(5)
The trainings is very service relevant and insightful.
Customer Service Representative, USTA National Tennis Center, Inc.
(5)
Very informative, helpful for future situations.
Customer Service Representative, USTA National Tennis Center, Inc.
(5)
It was genuinely engaging and treated like a productive conversation. Very solid advice given.
Contact provider

Have a question about this course? Fill out this form and the provider will get in touch with you shortly

Training reviews
Course rating
(5.0)
Based on 5 reviews.

Need help with your search?

findcourses.com offers a free consultancy service to help compare training for you and your team

Request a free quote

Request a free training quote