Business Blog

Title-Program for Exceptional Organizational Service Strategies:-

Consistent, proactive, client contact over time is the objective of this service program. Experience has shown that regularly engaging clients in a personalized, respectful, and informative manner helps us to interpret and exceed client expectations and dramatically reduce service surprises. Mentors and participants work together in this six session program to design, implement, and manage proactive and cost effective client stewardship programs that are unique and lasting. Retention skyrockets, cross-selling opportunities naturally evolve, and referral business is suddenly available. Everybody wins. We will help your organization move from problem-based, reactive, service activities that repair but never build, to a well-defined, proactive client management program that can only be described as world-class.

Program Objectives

Develop a comprehensive value-added service that results in a substantial increase in client satisfaction and retention.

Create organizational service standards that consistently exceed client expectations.

Analyze participant/client interaction styles and design an individualized strategy to increase effectiveness.

Facilitate a behavioral transition to establish and achieve higher-level client service objectives.

Design and implement streamlined systems and creative strategies to improve service work flow, become consistently proactive, and minimize service crises.

Develop a plan to improve personal attitudes, self-motivation, and service excellence.

Scope & Format
We will conduct six, bi-weekly group meetings over a three-month period. Immediately following the group conference, one-on-one meetings will be scheduled with each participant to design, implement, and review individual service plans. Daily, weekly, and monthly business and personal goals and supporting activity will be established, tracked and reviewed for effectiveness. Group meetings are scheduled for two hours each. One-on-one meetings are scheduled for 30 minutes each. Each session will focus on key topical areas, as follows:

Session 1 – Basic Customer Service Strategies

Session 2 – Impressive Customer Service Strategies

Session 3 – Service Styles versus Service Standards.

Session 4 – When Things Go Wrong: Recovery Strategies

Session 5 – Value-Added Service Planning

Session 6 – Exceptional Plan Presentations

——————————————————————————–

Session 1 – Basic Customer Service Strategies
Meeting Customer Expectations: Participants will receive a detailed overview of the principles and techniques that comprise our Focus program. We will begin by identifying current organizational service standards and the impact that each has on your clients. We will discuss organizational and individual service strengths and weaknesses, identify the needs of your internal and external clients, and begin the development of a baseline service standards plan to enhance your strengths and minimize the effect of your weaknesses. Participants will then review basic service skills such as manners, tone, empathy, professionalism, body language, saying no, etc. Client interactions, from greeting to closing, will be broken down and analyzed to determine which skills to apply with your clients and when they are appropriate. Prior to the next session, each participant will break down at least five customer interactions (both internal and external) that they have recently encountered. The baseline service standards for each part of these customer interactions will be presented in written form for discussion at our next session. Following the general session, individual coaching sessions with each participant will provide answers to lingering questions and participant assistance in the daily application of, and accountability to, our newly developed service strategy.

Recognize service standards and performance benchmarks.

Defining and meeting client expectations.

Establishing service accountability.

return to the top

——————————————————————————–

Session 2 – Impressive Customer Service Strategies
Exceeding Customer Expectations: A significant mind shift occurs when we tell our own impressive service stories. We learn that world-class and memorable service events are merely a matter of anticipating a client need and surprising them with a prepared response. As we move away from in the moment, crisis-based service (a strategy that repairs but never builds) into a proactive and preemptive service posture, we will consistently surpass client expectations and quickly become known for our service delivery. In this session, we will review proactive service strategies that are appropriate for your organization and your client population, define the behavior necessary to consistently support the initiatives, and adopt a new mandate that will elevate your service level from baseline to impressive. Individual coaching sessions with participants following this general session will be a review of individual basic service standards and an examination of where service enhancements can be added to the developing service plan.

Creating world-class service events.

Consistently and proactively exceeding customer expectations.

Elevation service from baseline to impressive.
return to the top

——————————————————————————–

Session 3 – Service Styles versus Service Standards.
How are we perceived by the people we meet? Are we seen as too pushy, too meek, too generic, or too different? Do we talk when we should listen, ask what we should know, or believe we know it all? Each of us has a unique personality that comes with character strengths and character weaknesses. Learning to identify a client’s personality and adjusting the service approach is a critical first step to building and maintaining trust and integrity in client relationships. In this session we will profile each participant’s personality and discuss methods to highlight the strengths and reduce the impact of the defects. We will review sample client profiles and discuss their probable impressions, needs and adaptability. Finally we will reinforce the importance of listening and remaining cue sensitive. Individual coaching sessions will be used to review the personality profiles in greater detail and to discuss the idiosyncrasies inherent in each personality type. We will review the service plan for accountability and consistent execution.

“Know thyself” and thy client – personality profiling.

Highlight character strengths, minimize or eliminate the weakness.

Develop relationships with people, not product, policies and price.
return to the top

——————————————————————————–

Session 4 – When Things Go Wrong: Recovery Strategies
Session Four-When Things Go Wrong: Recovery Strategies: Resolving a client’s problem upon arrival saves everyone time, money, and stress while reducing workload and client dissatisfaction. In this session, we will examine where service breakdowns occur during normal operations and develop recovery strategies that will prevent a service meltdown. We will review when and how to recover, how to handle embarrassing situations, difficult clients, and emotional confrontations. We will learn that exceptional service is not perfect service, that emotional detachment is the key to managing client hostility, and what to do when you have had enough. We will discuss the different levels of customer dissatisfaction, how they got there, and methods to personalize our recovery to these clients. During the individual coaching sessions following this general session, we will develop recovery standards for service breakdowns based upon participant personality profiles and build them into the service plan.

Managing difficult moments, embarrassing situations, and impossible clients.

Healthy detachment and decent-boldness without apathy or arrogance.

Letting it go – making a mistake doesn’t make you a mistake.
return to the top

——————————————————————————–

Session 5 – Value-Added Service Planning
Productive, long-term client relationships demand personalized attention and regular value reminders. Properly balanced, consistent service strategies naturally develop into sales opportunities, as needs are identified and satisfied, while these sales opportunities in turn, create new service strategies. The sales event is only a part of an on-going process. Your relationship, whether new or existing, is only as healthy as your ability to service it and is vulnerable to your competitors only to the extent that you have failed to provide the required value that differentiates you from the field. In this session we will outline numerous value-added techniques and build a client support system that is designed to function in concert with each participant’s exceptional service plan. We will also review the history of service and the differences between “normal” and value-added service. Participants will be requested to finalize their exceptional service plan for presentation at the next session. During our individual sessions, we will review the exceptional service plan, make any required modifications, and prepare the participant for the session six presentations.

Designing and maintaining a value-added client management system.

Converting service opportunities into sales opportunities.

Reaching beyond all expectations – including your own.
return to the top

——————————————————————————–

Session 6 – Exceptional Plan Presentations
Participants will present their exceptional service plan to clients, peer groups and your management team. Managers, clients and peers will be asked to provide structured feedback, ask questions, and make suggestions to each participant. These plans will be the basis for your on-going service evolution as well as your tracking and accountability tool. The individual sessions with participants will be conducted with the manager(s) present and be used to wrap-up any outstanding issues or concerns.

An autoresponder when used correctly can be a beneficial tool to youronline advertising business. You have a great looking web site and you want to get customers to visit it. There is one thing you can do to get people to take notice of your offer!

That is to create capture pages. Capture pages are silent salesmen. You offer something free that pertains to your product or service of your website ex: an ebook. You capture their email address when they submit it they are redirected to your website. You can have the autoresponder set up to automatically send them a Welcome email.

Do not try and sell them on the first autoresponder message. You want to start a professional relationship with them (You can tweak this as you go along and see what works for you). Welcome them and tell them how excited you are for taking an interest in yourservice. The second email should list the benefits of them signing up for your service, ebook. Then close it with a personal message about how you and your family enjoy the benefits of your product. The third email should contain testimonials from previous satisfied customers. This is a great way to develop a good name for you and your business.

You can set the autoresponder to submit follow up message every day, every week, or once a month, once a week for 7 weeks is good business practice. It all comes down to how ambitious you are. Remember to always give them a way to opt out of receiving emails. You want to stay can spam compliant.

Some autoresponders come with an opt out statement already installed. If you’re client chooses not to receive your email they just click on it and they will be automatically removed. This feature will save you a lot of time.

Now what if I told you that there is a website that can give you all tools you need to set up your business and take charge of your own list using your own autoresponder that you control. You can build your own capture pages or they’ll build one for you if you’re a paying client in less than 10 minutes. How’s that for customer service? You control the list; there are numerous free autoresponder: but you’re building their list not yours!

Some sites offer training videos, live web conferences every day, and a customer service number you can call and talk to a real person. You have to take control of your on line business and they give you the tools to do that. You will not be an instant millionaire over night. You have to be straight up about how to build a successful on line business. You have to work at it every day and never stop. You will succeed through persistence.

For useful recommendations about the topic of The Screw Tape Letters – study this web site. The time has come when concise information is really only one click of your mouse, use this chance.