Knock Your Socks Off Service (KYSS)
Premise:
Outstanding relationship skills are a key to excellent customer service.
A service orientation to life in general is required to give customers the
sense of support, concern and caring that exemplifies excellent service.
Relationships skills and knowledge development is life enhancing, not just
performance enhancing.
Purpose:
To deliver KYSS service to achieve breakthrough levels of customer loyalty
and profitability for your organization.
Outcomes:
Participants will
- Identify exemplary companies and superior customer service
experiences
- Learn to identify customer expectations and desired outcomes
- Learn to identify the meaning of values/belief systems
and their effect on human relationships
- Learn basic skills of human interaction at a higher level
of competence: relating, communicating, listening, questioning,
probing and directing
- Understand the need for awareness and sensitivity to human
diversity
- Learn the problem solving process and the collaborative
process that makes this work
- Learn about the nature of conflict and the role we play
in a conflict situation
Learning:
- Examples and studies of successful customer service organizations
- The Service Chain
- Functional Interdependency
- Beating Expectations
- Human Interaction Skills
Participants:
- All members of the organization or individuals that interact with customers
Format:
- Highly interactive, facilitator-led ½ day or 1 day
workshop with multimedia presentations, playshops and role-plays
- Individual, team and group facilitated feedback
- Participant manual includes templates for specific personal
action plans
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