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Customer Service & Operations
Staffing is competitive. Delight your customers. Stand out against competition.
Program Overview
Signature Service: The Key to Customer Satisfaction™ is a practical, results‐oriented program that helps service providers at all levels develop and apply the skills necessary to ensure customer satisfaction. Signature Service recognizes four distinct customer conditions and provides specific approaches for successfully responding to each one.
| Modules: Key Learnings Are… | Your Service Providers Will Be Able to… |
|---|---|
| Discovering the Opportunities in Customer Satisfaction How to explain the value of customer satisfaction for the organization, customer, and service provider | Articulate their role, as well as the risks and potential opportunities, in the Zone of Indifference |
| Managing Myself How to apply a three-part approach to self-management | Manage their role in interactions with others, thereby consistently achieving desired results |
| Opening the Interaction How to identify customer conditions and respond appropriately | Create and sustain customer comfort throughout the entire contact |
| Determine Needs and Expectations How to use listening, questioning, and empathy skills | Determine the customer’s needs and expectations; increase customer comfort by demonstrating empathy |
| Managing the Interaction How to present clear explanations and protect the relationship with the customer while adhering to the company’s policies and procedures | Help customers understand the information they need to know; say “no” while maintaining a high level of customer support |
| Satisfying Customers in the Comfortable and Indecisive Conditions How to work with customers in positive to neutral customer conditions | Work effectively with customers in the Comfortable and Indecisive conditions |
| Satisfying Customers in the Insistent and Irate Conditions How to work with potential negative and emotionally charged customer situations | Work effectively with customers in the Insistent and Irate conditions |
Sometimes off-the-shelf content just isn’t specific enough. You want more than proficiency; you are building a culture. When your strategy, processes, systems, and company values need to take center stage, partner with WinSource to create exceptional custom content incorporating today’s best adult learning and instructional design principles.