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Dazzling Your Customers

AchieveGlobal
AchieveGlobal

This training module aims to teach employees how to consistently provide dazzling customer service. [1] It covers defining what dazzling service means, introducing three criteria and three steps for dazzling customers, and practicing how to dazzle in both challenging and routine customer interactions. [2] The four-hour course involves group discussions, skills practices, and video examples to help employees learn to spot opportunities to surprise and delight customers. [3] The goal is to create memorable positive experiences that build customer loyalty and relationships.

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Dazzling Your Customers速 Training Ensuring stellar service takes its rightful place at Module Outline the forefront of your efforts to achieve business results The Essence of Dazzling (40 minutes) Participants watch a video that shows a variety of service interactions in which an employee dazzles a customer. Participants discuss what dazzling means and how it is different from providing good service. How to Dazzle (1 hour, 10 minutes) The facilitator introduces three criteria that must be met in order for an action to be dazzling. The group analyzes visual examples of dazzling actions to determine if they meet the three criteria. The facilitator introduces three steps for dazzling customers. Participants watch a video that illustrates the dazzling steps in action. In pairs, participants practice applying the dazzling steps given three case scenarios. Opportunities to Dazzle (1 hour, 30 minutes) The group reviews four common challenging service interactions. In groups, participants prepare a news story that presents an example of taking a dazzling action in a challenging situation from their work environments, focusing on tips appropriate for the type of challenging situation. Developing the 21st century workforce TM
The group reviews five common and routine service Duration: 4 hours interactions. Maximum group size: 15 participants In groups, participants brainstorm actions they can take to dazzle customers in their own work Process environments during routine interactions. Participants will complete a variety of individual and The groups share their lists. group activities, skills practices, video segments, and The group discusses how to balance the needs of large group discussions that explore the following: the customer and organization when deciding on Dazzling Criteria taking action to dazzle customers. Three dazzling steps Action Planning (15 minutes) 1. Spot an opportunity to dazzle. Participants make a commitment to dazzle cus- 2. Consider the possibilities. tomers by setting goals and creating an action plan. 3. Offer the dazzling action. Dazzling in challenging situations Audience All employees Dazzling in routine situations Action planning Purpose To enhance the ability of employees to make customers Components available feel special and valued, thereby creating experiences so Facilitator kit (guide, video, wallcharts, activity surprisingly positive and memorable that customers will support materials) tell others about them, and will want to sustain and build their relationships with the organization Participant workbook with personal action plan and removable job aids Payoff Level 1 perception assessment (asynchronous PDF Participants will learn to: and hardcopy) Define dazzling service. Level 2 mastery test (asynchronous PDF, hardcopy, Explain how dazzling service contributes to and Web) customer loyalty. Level 3 behavioral assessment (asynchronous PDF, Recognize opportunities to deliver dazzling service hardcopy, and Web) in challenging and routine interactions. Follow-Up Skills Practice (synchronous PDF) Generate a variety of options for delivering dazzling Multiple Manager-led Application Sessions service to their customers. (synchronous PDF) Select dazzling actions that are appropriate and Multiple reinforcement messages (asynchronous meaningful to individual customers. PDF and hardcopy) Offer dazzling actions in a way that builds rapport and creates positive defining moments . World Headquarters 8875 Hidden River Parkway, Suite 400 Tampa, Florida 33637 USA Toll Free: 800.456.9390 www.achieveglobal.com 息 2010 AchieveGlobal, Inc. No. M01340 v1.0 (08/2010)

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Dazzling Your Customers

  • 1. Dazzling Your Customers速 Training Ensuring stellar service takes its rightful place at Module Outline the forefront of your efforts to achieve business results The Essence of Dazzling (40 minutes) Participants watch a video that shows a variety of service interactions in which an employee dazzles a customer. Participants discuss what dazzling means and how it is different from providing good service. How to Dazzle (1 hour, 10 minutes) The facilitator introduces three criteria that must be met in order for an action to be dazzling. The group analyzes visual examples of dazzling actions to determine if they meet the three criteria. The facilitator introduces three steps for dazzling customers. Participants watch a video that illustrates the dazzling steps in action. In pairs, participants practice applying the dazzling steps given three case scenarios. Opportunities to Dazzle (1 hour, 30 minutes) The group reviews four common challenging service interactions. In groups, participants prepare a news story that presents an example of taking a dazzling action in a challenging situation from their work environments, focusing on tips appropriate for the type of challenging situation. Developing the 21st century workforce TM
  • 2. The group reviews five common and routine service Duration: 4 hours interactions. Maximum group size: 15 participants In groups, participants brainstorm actions they can take to dazzle customers in their own work Process environments during routine interactions. Participants will complete a variety of individual and The groups share their lists. group activities, skills practices, video segments, and The group discusses how to balance the needs of large group discussions that explore the following: the customer and organization when deciding on Dazzling Criteria taking action to dazzle customers. Three dazzling steps Action Planning (15 minutes) 1. Spot an opportunity to dazzle. Participants make a commitment to dazzle cus- 2. Consider the possibilities. tomers by setting goals and creating an action plan. 3. Offer the dazzling action. Dazzling in challenging situations Audience All employees Dazzling in routine situations Action planning Purpose To enhance the ability of employees to make customers Components available feel special and valued, thereby creating experiences so Facilitator kit (guide, video, wallcharts, activity surprisingly positive and memorable that customers will support materials) tell others about them, and will want to sustain and build their relationships with the organization Participant workbook with personal action plan and removable job aids Payoff Level 1 perception assessment (asynchronous PDF Participants will learn to: and hardcopy) Define dazzling service. Level 2 mastery test (asynchronous PDF, hardcopy, Explain how dazzling service contributes to and Web) customer loyalty. Level 3 behavioral assessment (asynchronous PDF, Recognize opportunities to deliver dazzling service hardcopy, and Web) in challenging and routine interactions. Follow-Up Skills Practice (synchronous PDF) Generate a variety of options for delivering dazzling Multiple Manager-led Application Sessions service to their customers. (synchronous PDF) Select dazzling actions that are appropriate and Multiple reinforcement messages (asynchronous meaningful to individual customers. PDF and hardcopy) Offer dazzling actions in a way that builds rapport and creates positive defining moments . World Headquarters 8875 Hidden River Parkway, Suite 400 Tampa, Florida 33637 USA Toll Free: 800.456.9390 www.achieveglobal.com 息 2010 AchieveGlobal, Inc. No. M01340 v1.0 (08/2010)