Customer Service Intelligence (2 DVD set – 28 & 18 minutes)
Customer Service Intelligence® is a comprehensive 2-Disc Learning System that contains everything youll need to conduct an engaging Learning Event. Disc 1 – DVD Video Disc) and Disc 2 – CD-ROM Resource Disc). Customer Service Intelligence® addresses three main levels of customer service:
INTERNAL Productivity increases when employees learn internal customer service skills through Team Thinking. Each learner will acquire the core team skills needed to serve each other with respect; which is the best way to develop genuine and long lasting external customer service skills. Its based on the principal that customer service (good or bad) flows from the inside of an organization and out to its paying customers. The learning points are embedded in the acronym INSIDE Out.
INTERDEPARTMENTAL Every organization benefits from interdepartmental customer service skills developed through Systems Thinking. Your learners will learn the importance of their departments performance within a holistic system; thus improving the customer service they provide other departments within the organization. The key learning points are taught through the acronym TAG TEAM.
CRISIS MANAGEMENT Empathy and grace are necessary qualities for all teams that desire the turn around skills needed to recover from bad customer service situations. Your teams will learn compassion under pressure, and gain confidence through Solutions Thinking. Once they learn how to take the heat of a crisis situation, the everyday service encounters will be a breeze. The acronym HOT SEAT is used to advance the learning points.