Service Quality
AUDIENCE: All Employees
LENGTH: 1 Day
PURPOSE: The objectives of this conference are to prepare participants to meet the service quality expectations of members and co-workers and to recognize opportunities for referral selling.
Participants will be able to:
- Establish rapport with members and co-workers quickly
- Recognize and respond effectively to service quality "moments of opportunity"
- Communicate effectively with co-workers and members
- Take action to prevent breakdowns in service quality
- Respond effectively to service complaints and irate members
- Identify and respond appropriately to differences in the service expectations of individual members and co-workers
- Deliver "extra care" service to high value members
- Make referrals comfortably with confidence and member purpose
- Sustain energy and mental toughness to prevent service quality "burnout"
Methodology:
Your in-house trainers will conduct this training in small groups.