R.E.A.L. Service – Customer Service Workshop

Exceptional customer service is a goal that virtually every company aspires to. But achieving truly exceptional service consistently, from the customer’s perspective, has never been easy. And in today’s today’s complex and competitive business environment presents unprecedented challenges:

• Customer expectations have increase. They want better service, delivered faster and more conveniently than ever before.
  
• Customer patience with less-than-stellar service has decreased, because of their positive experience with some organizations delivering better, faster, more convenient service.
  
• Customer ability to share their dissatisfaction, via social media, with other prospective customers has increased dramatically.
  

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When customers today experience average (or below average) service, they often have many other options to choose from and can access those options quickly. Happily satisfied customers may occasionally share their enthusiasm with friends or via online reviews and social media postings. But UNHAPPY customers will definitely share their frustrations via Twitter, Facebook, Instagram, Yelp, Next Door, LinkedIn, GlassDoor Reviews… oh, and they’ll also tell their friends during real conversations. Patience and giving a second chance are things of the past.

In this environment, exceptional service delivery has become difficult, but also more critically important. If your organization is experiencing similar challenges, maybe it’s time to get real: REAL Service™ is an in-depth consultative service process proven to increase customer enthusiasm, loyalty, repeat business and the morale/engagement of your service representatives.

REAL Service is based upon 4 stages of communication between service representatives and customers:

• Research to build your service success on a solid foundation of information and knowledge.
• Explore to gain a clear, complete and mutual understanding of your customer’s needs.
• Advocate Solutions that are directly relevant to the needs you have discovered.
• Lend Assistance to help your customer realize the maximum benefits from your products and services.

We know you have many choices when it comes to customer service training for your organization. Hundreds of choices. Thousands actually. But there IS a difference when you work with Frontline Learning, from our strategic analysis of your organizational needs to the tactical execution of training initiatives with quick, tangible ROI.

Our unique distinction and key strength is the degree of insight and expertise we bring to the table when our service consulting team works with you to successfully optimize and execute your go-to-market strategies. Optimization begins with an accurate assessment of people, processes and strategies. We define competitive strengths and threats, plus performance gaps and growth potential. To assure implementation and mastery, we develop execution plans that track directly with service metrics and performance objectives to bridge the gap between strategy and service results.

Measurable Results, Tangible ROI

We believe customer service consulting responsibility goes beyond assessment and recommendation. A service consulting engagement is not complete until the client has achieved successful implementation. We will assure that your objectives are translated into measurable performance improvement and bottom-line results.

FACILITATION & COACHING GUIDE

Your internal training staff can deliver this program. The Facilitation and Coaching Guide features fully scripted training modules, handouts, overhead masters and PowerPoint presentations.

E-LEARNING

This program is available in an e-learning format also. The unique structure of the e-learning course has an individual complete the program over a 30-day period..

DvD VIDEO

The complete course is also available in DvD format.