(offered in partnership with Success Sciences, Inc.)

You are only as valuable as your customers think you are. Each individual experience with both internal and external customers shapes perception of the value you can provide. During this course, learners will experience virtual simulations where effective and ineffective customer interactions are evaluated. Learners are encouraged to think about customer service in new and unique ways.

What does the course look like?

Course Overview:

1. Module 1: Loyalty – 1 hour: Loyalty suggests a steadfast devotion of an unquestioning kind that one may feel for family, friends, or country. It is an allegiance, faithfulness, constancy, and commitment. Learners will analyze what loyalty means to them and will identify the difference between a loyal customer and a satisfied customer. Each learner will define what a loyal customer in their business looks like.
2. Module 2: The Zones of Service – 1.5 hours: Participants explore four zones of service:  1) Moments of Madness: Situations where we have gone so far to delight the customer that it creates a liability for the company.  2) Moments of Magic: Positive experiences that make customers glad they did business with us. 3) Moments of Mediocrity: These create neither a strong positive nor negative impression. This is routine, uninspired, boring service.  4) Moments of Misery: Negative encounters that irritate, frustrate, or annoy the customer.
3. Module 3: Three Steps to Extraordinary Service (Impact!) – 1 hour: The ART model is introduced: A ffirming mutual understanding: before any action can be taken, it is necessary to understand the customer, how they feel, what they want or need, and their individual situation.  R esponding appropriately: one of the most frequent customer complaints is that they did not feel acknowledged or informed. T aking action: make a decision to balance your action based on what is most beneficial for the customer and the company.
   
4. Module 4: Windows on the World – 1 hour: This model can help us understand why different people react differently to the same situation. Graphical depictions analyze “My View” vs. “Their View”, and each window is evaluated from 4 perspectives: Needs, Expectations, Beliefs, and Experiences.   The only way to change a belief is to change the experience!
   
5. Module 5: Tension vs. Trust – 2 hours: As tension goes up, trust goes down. As tension goes down, trust goes up. Evaluating behavioral styles helps define our interactions and modify our own style to “flex” toward the customer:  Relationship-oriented customers, Process-oriented customers, Socially-oriented customers, Results-oriented customers