Welcome to Inspirational Service "training modules to Create Positive Moments of Truth"
Find - Keep - Grow
For the majority of businesses we have worked with it is important for them to continually find keep and grow their customer base. Inspirational Service training modules have been designed with this premise in mind. Positive moments of truth are at the heart of customer referral and retention. If customers feel good about your business they will return when ever possible and they will tell their friends. One of the key goals of Inspirational Service is to support service teams in creating positive moments of truth in all service interactions.
Moments of truth
Every service interaction with a customer is a moment of truth that influences the customer's perceptions - feelings and desires to return or refer your business, therefore it's important that each moment of truth is positive and creates an excellent experience for the customer.
Learning Modules
From the team at Success Habits Australia we have specific modules to compliment or ad to your customer service learning strategy.
The learning modules cover the fundamental relationship and communication skills that underpin the delivery of positive moments of truth.
Each module is a half day session (three and half hours) training workshop.
Modules at a glance
1. The psychology of service excellence: Learn how to deliver positive moments of truth by meeting our customers emotional needs.
2. Customer service skills: Learn key communication, relationship and service skills to create positive moments of truth.
3. Working with distressed customers: learn how to stay resourceful and calm angry or upset customers quickly.
4. Personality profiling: learn about your own personality and how to understand, inspire and connect more deeply with customers.
5. Developing a culture of service excellence: participants work together to create a new blue print for the delivery of service in their organisation using the BEAMS principals.
The psychology of service excellence:
Our customers determine whether our service is excellent or not based on how we make them feel. When customers come into your business they have business and emotional needs they want met. In service terms we have two roles, firstly to satisfy our customers business needs by giving them what they want and secondly to make it a positive experience. In this module participants will learn how to create positive moments of truth in every interaction. This is a life transforming session for many people, participants learn about themselves, their emotional patterns, how their patterns are formed, the impact of emotions on their lives and how they can change them if they wish. This empowering session provides service providers with the tools and life skills to create an awesome experience for themselves and their customers.
Topics covered
What customers expect (business and emotional needs)
Qualities of Inspirational Service providers
Psychology of inspirational service providers
How the mind works
Strategies and life skills to change emotional patterns and beliefs
Outcomes:
Personal responsibility is fundamental to delivering positive moments of truth. In this session participants will learn the value of being personally responsible and accountable for their words actions and outcomes.
When we embrace responsibility and ownership of our emotional well being and (stuff) we become empowered to step up, stop blaming, arguing and making excuses and instead be more positive contributors in our role as inspirational service providers.
Service providers will learn strategies to influence their emotional well being thus enabling them to consistently maintain a positive emotional state when meeting the emotional needs of their customers.
Customers will want to return and refer and staff will be happier, more relaxed and productive.
Higher performing team work with less downtime is the result of happier inspired staff.
2. Customer service skills:
This module covers all the important communication skills and behaviours for connecting with and creating a feel good experience for customers.
Topics covered:
Build rapport= learn how to build rapport easily and quickly with all customers.
Greeting customers: positively influences the total experience for the customer
Gathering quality information efficiently: consciously asking open questions at the beginning of a conversation helps us to build rapport and learn about our customers needs.
Listening: fundamental to inspirational service is the skill of listening. Learn how to be an active listener and truly connect with your customers.
Presenting information: our language is important to customers. Knowing how to present information in the positive helps create a more feel good experience for our customers and each other.
Learn how to present bad news positively: the majority of businesses have times when they need to give their customers some bad news. Presenting bad news with the intention of creating a positive outcome is a skill and easily learned.
Managing customers who love to talk: one of the biggest challenges for some service providers is breaking away respectfully from customers who are lonely or just want to talk. Once again this is a skill and can be easily learned.
Closing the interaction: when we close the interaction we have the opportunity to leave a positive lasting impression and make their day.
Outcomes:
Service providers will be able to create positive moments of truth by drawing on a range of relationship building and communication skills.
Increased confidence, motivation and self esteem is the result of being consciously aware of how to care for customers.
Increased proactive performance, reduced stress levels and happier customers are part of the flow on affect of competent service providers using their skills gracefully to create positive moments of truth in every service interaction.
3. Working with distressed customers
The common challenge for many staff is working with distressed customers. In this session participants will learn how to stay calm and resourceful under pressure and not be hijacked by their own emotions. They will also learn quick simple strategies for calming customers and resolving concerns.
Topics covered
Causes of customer distress
The value of customer complaints
How to maintain a resourceful state
Strategies for calming customers and supporting needs
Outcomes:
Confident resourceful staff with the skills to quickly diffuse angry and upset customers. Staff will have a tool kit of skills to draw on when working with distressed customers.
4. Personality profiling: Understanding oneself and others
This module is designed to improve the service providers ability to understand themselves and others, and thus bring about improvements in their effectiveness in relating to others.
Personality profiling helps build an understanding of behaviour and relationships while reducing personality clashes and upsets with both internal and external customers.
Participants will learn the underlying causes of common behaviours and relevant communication styles to be more effective relationship builders.
Topics covered
Identify personality style
Characteristics of each style
How to recognise and meet the communication needs of each style.
Outcomes:
Participants will be able to recognise and meet the different communication needs of each of the personality styles, enabling a more positive and deeper connection with customers.
Increased understanding of the different styles helps staff be more accepting and appreciative of each other thus enhancing team work and relationships in general.
Developing a Culture of Service Excellence: learn how to change the dynamics and service levels in your business using the 5 B.E.A.M.S principals
Being Present
Enjoyment and Fun
Attitude is Everything
Making a Difference
Supporting and Serving
To create a positive lasting culture of service excellence requires the involvement of you whole team. This way every one is involved and has the opportunity to have a say. This session is very active with your people brain storming in groups the BEAMS behaviours and qualities they would like to see embraced in their work place and how they can transfer these principals into their environment.
Testimonial: The Goulburn Valley Regional Library experienced the one training program covering: Customer Service Skills - Supporting Distressed Customers - Personality Styles
I really enjoyed learning about the different needs and wants of different kinds of people, and how to help them in a way that would make them more comfortable and so they get what they want. Bianka
Carol was a great presenter, enjoyed her fresh perspective to working with customers and colleagues. Name with held
Mix and Match
It is possible to mix and match content from each of the modules to craft a customised program to meet your organisations specific needs.This was accomplished for Moreland Library in Victoria.
Testimonials form Moreland Library.
Testimonials from the Inspirational Service program delivered to the awesome staff at Moreland Library Victoria in February 2010
Inspirational Service helped me think about the why of customer service and how we relate to people is more important than a set of customer service rules. Letitia
I learnt about being positive, setting goals listening skills dealing with stress, interpersonal relationships and customer service skills. carol was really vibrant engaged the room interesting insightful and humorous. Jacquie
Attitude - life is all about attitude and I will use this to reinforce the positive attitude breads positivity. A positive message that can be applied in business and ones personal life. Carol has a great vibe which is infectious and a great laugh and uses the vibe to reach and train. Thanks Carol
John
Clear constructive advice and information to assist with improving customer relations.
Understanding the importance of a positive caring attitude in being successful. Paul
Be positive and change the negativity in my subconscious which in turn will help me with dealing with the library customers and colleagues. Marinette
Create rapport with your customers- all of them even if it is only a quick hello when they enter. Gayle
Ways to calm myself when faced with aggressive customers, emotional business models, How important it is to meet the emotional needs of customers, How I can help build rapport.
Sonia
How to live and think positively. Le
I was a bit ho hum about another customer service training but found this one very different approach to customer service training. Refreshing, inspirational and valuable in all aspects of our lives. Lidia
I feel more positive about delivering inspirational customer service. That I can do it. Liz
Not personalise problems. We dont need to be library police! Denise
About listening to your inner voice and understand when it talks to you and how to respond to it. Elain
About gratitude- for all the great things about my work and workers and not to be afraid of kindness. Jenny
Fantastic this has made me realise that I am generally too negative and that this will be impacting on my children. Self belief knowing that I can deal with anything in life if I stop and think about it and deal with it. J....
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