3
Stages
of
Interaction
for
Customer
Satisfaction
The Purpose of The Customer Satisfaction Series is to give you a competitive advantage by equipping and empowering your Team Members to create Healthy Customer Relations for Life.
Some of the Topics addressed in this Series include…
Embracing the Purpose & Benefits of Building Healthy Customer Relations for Life:
- The Purpose
* What is a Healthy Customer Relationship?
* Why should we build them?
* What is my role in this process?
* What am I responsible for doing during this process?
- The Benefits
* What advantages are gained by becoming a more Customer-driven?
* What are the advantages for the Individual?
* What are the advantages for the Team?
- The Means
* How do we build Healthy Customer Relations?
* What obstacles are we likely to encounter along the way?
* How can we overcome the obstacles?
Scripting for Success:
- Answering basic questions about Scripting
- Preparing to Script in support of the 3 Stages of Customer Interaction
Customer Interaction, Stage 1 – Building Rapport to Work Well with Your Customer:
- Your Focus – On the Person
- Your Purpose – To build the foundational rapport necessary to work well together
- How To #1 – Cultivate a Customer-First Mindset
- How To #2 – Create Rapport with Your Customer
- How To #3 – Tips for Working with Your Customer Face-to-Face & Over-the-Phone
Customer Interaction, Stage 2 – Addressing the Reason for the Relationship:
- Your Focus – On the Project & Processes
- Your Purpose – To address the reason for the relationship
- How To #1 – Identify WHAT the Customer needs
- How To #2 – Identify HOW to best meet the need
- How To #3 – Follow through, follow through, follow through
Customer Interaction, Stage 3 – Taking Care of Your Team and Future Customer Interactions:
- Your Focus – On the Person
- Your Purpose – To take care of your Team Members by “planting good seeds”
- How To #1 – Solidify the Relationship – Make it Personal
- How To #2 – Set Your Team Members up for Success
- How To #3 – Use Your Scripts to Create a Consistent Experience for Your Customer
Extraordinary Supervisors know their #1 Priority is Performance Improvement.
To be an Extraordinary Supervisor, you must be Extraordinary in 3 Areas:
Team Building, Customer Satisfaction, & Process Improvement!
Learn more about
The Team Building Series and The Process Improvement Series…
4 Service Methods!
Topics may be presented using any of the 4 Service Methods:
1. Speaking,
2. Facilitating,
3. Training, or
5. Coaching.
Which Method fits your need?
What Clients Say About Eric Benson...
"The seminar was excellent, lots of ideas and solutions."
Laura K., Reserve Coordinator,
University of West Florida Library
Entertaining ~ Inspiring ~ Enlightening