Overview
Great service providers focus on meeting the needs of each individual customer for each transaction. Situational Service® is a focused methodology that helps service providers diagnose and respond to customer needs. By teaching service providers the same diagnostic skills that make Situational Leadership® the most powerful leadership model in business today, you will enhance the quality and predictability of each and every customer transaction.
Benefits
A powerful common model to organize what your people already know about their customers and their jobs.Service providers who make decisions like they are owners not renters.Practical skill building with real work issues.Moving the needle on frontline goals and objectives.
“The single competitive advantage any organization defines for itself is… Service.”
Target Audience
CSR’s.Call Center Reps.All Frontline Personnel.Internal Service Providers.Appropriate to all personnel that manage one-on-one customer interface.
Duration
Participants Per Program
Objectives
Practice with real work issues.
Moving the needle on frontline goals and objectives.
A powerful common model to organize what your people already know about their customers and their jobs.
New, relevant insights about your service providers and the impact they have with customers.
“The single competitive advantage any organization defines for itself is… Service.”
Content
Module 1 – Customer Loyalty
“Defining Your Role”
Understand what has occurred until now in relation to customer satisfaction.Define the term “customer loyalty.”Define the role of the customer service provider in customer loyalty.Explain the importance of satisfying the customer.
Module 2 - Customer Readiness
“From Establishing to Fulfilling”
Assess your own behavioral tendencies in influencing customers.Explain service “style” and its importance to effective customer influence.Explain the terms “directive behavioral” and “supportive behavioral”.Give examples of high and low directive behavioral and high and low supportive behavior.Describe indicators of the “establishing,” clarifying,” “involving” and fulfilling” service styles.Understand and identify behavioral triggers associated with each service style.
Module 4 – The Situational Service® Model
Discuss and work with the Situational Service® influence model.Explain which service styles have the highest probability of success in various transactions.Choose service styles that match the readiness level of customers in your own specific customer situations.State the high probability service styles for various customer contact situations and understand the short and long-term consequences of style/readiness mismatches.
Module 5 – Assessment Feedback
“What’s your Style?”
Understand the significance of your primary service style.Identify the supporting style(s) that complete(s) your style profile.Understand the strengths of your style profile.
Module 6 – Personal Development
“Feedforward”
Identify areas for personal growth and development.
Ascent’s affiliation with the Centre of Leadership Studies means that we are the only company in the Gulf to offer this particular unique service model; this gives our partners a distinctly competitive edge in their business approach and processes!
Situational Service®
