DYNAMIC CUSTOMER SATISFACTION
Becoming Truly Customer Oriented

Are you trying to create a "Customer-Focused" culture and having problems?
> In getting staff commitment to improve customer service?
> In managing your customer's expectations and complaints?
> In creating a customer service mindset?

In today's competitive environment, many organizations are trying to create empowered and customer-focused employees. In order to survive, customer service excellence is an essential philosophy. Getting everyone to "buy in" to being obsessed with customer service and to practice it every day with each other is an ongoing challenge. We are often shorthanded and too busy to do much more than fight fires. Does that sound like your organization?

Take a few moments to consider an effective process designed to help you improve your customer service entitled "Dynamic Customer Satisfaction - Becoming Truly Customer Oriented" by Dave Neely of D.K. Neely and Associates... a must for organizations who are truly concerned about service excellence. Available in several cost-effective on-site options (1 or 2 day versions)

Who Should attend:
> Help Desk Staff
> Managers and Supervisors
> Anyone with direct customer contact
> Support staff

Expected Outcome:
> Improve your relationships with customers.
> Reduce stress in your interaction with customers.
> Create a practical action plan to deal with your improvement issues.
> A more rewarding and satisfying job experience.

Prerequisite Process:
We administer an anonymous fax-back survey and/or hold on-site interviews

Typical Course Outline

1. Introduction - The Three Foundations for Customer Satisfaction
2. Exercise # 1 - What are the implications for us?
3. Foundation # 1 - The Internal Customer
4. Exercise #2 - Awareness/Application in your organization
5. Foundation # 2 - The Exceptional Customer Attitude, Your Customer Mission
6. Exercise # 3 - What are our Customers Perceptions?
7. Four Behavioural Styles - The DISC Model Overview
8. Foundation # 3 - Customer Friendly Systems
9. Setting Service Priorities
10. Handling Complaints
11. Customer Recovery Process
12. Exercise # 4 - Sharing what works with others
13. The 5 Step Problem Solving Model - a process improvement tool
14. Exercise # 5 - Improvement Solutions for the issues
15. Action Plan - Creating a Committed Plan to deal with the issues

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