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
Inquire about on-site or live virtual training for your team!
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
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
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