 |
Solution Sets for Customer Service
Optimal results can be achieved using a comprehensive approach that includes initial assessments, possible training programs or configurable training modules and post-training measurements.
Below is a sample Solution Set that outlines the process. For more information on how we can assist you on developing the appropriate Solution Set for your team, click here to contact your Dale Carnegie Consultant.
Initial Assessment
- Dale Carnegie World Class Customer Service Insights 360 - The Dale Carnegie World Class Customer ServiceŽ Insights process allows course participants to benefit from the input of their supervisor and up to eight team members. Participants receive a final report comparing their own scores against those of their supervisors and team members, presenting them with an opportunity to objectively pinpoint their strengths and weaknesses in the Five Drivers of the World Class Customer Service Program: People Skills, Customer Service Skills, Customer Satisfaction Skills, Communication Skills, and Controls Stress. - [click here to download a sample report]
- Profiles Customer Service Perspective - The Customer Service Perspective provides an easy comparison of an individual's perspective with your company's customized customer service perspective. The assessment results provide a training and coaching guide for effectively communicating customer expectations to every employee with clarity and specifity. - [click here to download a sample report]
Development Opportunities
Complete Training Programs:
Configurable Training Modules:
Self-Directed Learning:
- Read relevant customer service books
- Review customer service organization goals with employees
- Observe a high performer in the customer service area
- Job-specific reinforcement training
Measure Results
- Post development assessment
- Job related project completion
- Measure completion of job requirements
- Measure impact on organization goals
|
|
