High Performance Service Skills (Financial Services)

Why High Performance Service Skills?

Outstanding customer service has always been a hallmark of top-performing organizations.

But given the fiercely competitive marketplace and the escalating demands of today's customers, service excellence is no longer simply a "nice to have." It's a competitive necessity.

High Performance Service Skills was created to help organizations meet that competitive challenge. By examining the critical roles that service providers must fulfill and the skills they must command to attract and retain loyal customers, High Performance Service Skills provides organizations with a proven, reliable roadmap to greater competitive advantage and profitability. High Performance Service Skills gives service providers the knowledge and skills needed to not just meet customer expectations, but to exceed them inways that set both the provider and the organization apart from the competition.

The focus of the program reflects the fundamental principle of any customer-focused initiative: a complete and thorough understanding of the customer's request, need, or concern.

Starting with an exploration of the range of emotions that describe the customer's state of mind, High Performance Service Skills teaches participants how to:

• Connect with the customer and set a positive tone for the entire service interaction
• Explore the customer's need, request, or concern in more detail
• Respond with more targeted, customer-focused solutions
• Identify specific steps for exceeding the customer's expectations-and ensuring future positive interactions with the organization

What is the High Performance Service Skills Workshop?

High Performance Service Skills is a four-module, highly interactive seminar that uses proven adult-learning methodologies - such as short readings, group discussions, video modeling, and role playing - to ensure maximum involvement and learning.

Topics include:

• Fulfilling the four roles of a service provider 
• Connecting with the customer during the opening of a service call
• Assessing and handling the customer's state of mind at each stage of the call
• Exploring and responding to the customer's need, problem, or request professionally
• Concluding the call in a way that delights the customer, differentiates the service organization, and sets the stage for future successful interactions

Methodology

The activities of High Performance Service Skills focus on skill development and mastery. Proven skills and concepts are taught within the context of an adult learning model which consists of acquiring, practicing and applying knowledge and skills through activities including:

• Pre-Work Exercises
• Limited reading
• Video modeling
• Discussion
• Group exercises
• Case studies
• Role-plays
• Application exercises interactions

Target Population

All Service Providers, both internal and external

Course Length

Two Days

Benefits of High Performance Service Skills

When you implement High Performance Service Skills in your organization, you help:

• Increase profitability through service interactions that enhance satisfaction and strengthen customer loyalty
• Sharpen your organization's competitive edge by excelling at one of today's most important strategic competencies-service excellence
• Reduce costs associated with the mismanaged service interactions that are the result of incomplete information or misunderstandings
• Enhance your organization's image through professional service interactions that maintain the proper focus on the customer's request-and the need behind the request or concern

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For more information, contact:

Sales Effectiveness, Inc.
570 W Crossville Rd Suite 103
Roswell, GA 30075
770-552-6612
www.saleseffectiveness.com