DC Leadership Training & Consulting
Mastering Customer/Client Service
After customers interact with your business they should feel as if they enjoyed the sun on a tropical beach!
Unfortunately, far too often businesses leave their customers feeling like they booked an ocean-view room but actually received a view of the dumpster.
If your employees respond to a customer's concern with, "I'm sorry, there is nothing I can do for you," then you have a problem.
Cornell University teaches that every frontline employee should be able to offer a solution to the customer.
Customer Service Myths:
*Speed = Customer Serice.
The reality is that customer service is not speed alone.
*No problems = Customer Service.
The reality is that you can have no problems with the customer and still have poor customer service. (Think about the last time you went through a drive-through and they got your order right but were completely pre-occupied as they handed you your order.
*Less complaints = Customer Service.
The reality is that many customers never bother to complain, and as a result, you do not know what to fix.
*The customer comes first = Customer Service.
The reality is your employees come first! Get that order wrong and you will guarantee that your employees care less, are less engaged, and are less motivated to provide exceptional customer service.
We will help assess your current level of customer service and provide actionable plans for you to ensure that your customers have a positive interaction every time!
Economy Customer Service Mastery: $400
You will receive:
*3 unannounced visits to assess your current level of customer service.
*A detailed report of the customer/client experience.
*Action items you can immediately implement to increase your customer service.
Value + Customer Service Mastery $900
You will receive:
*3 unannounced visits to assess your current level of customer service.
*A detailed report of the customer/client experience.
*Action items you can immediately implement to increase your customer service.
*2 one-hour debriefing sessions where we will fully discuss your detailed report.
*2 follow up announced visits to test your changes.
Premium Customer Service Mastery $1,500
You will receive:
*3 unannounced visits to assess your current level of customer service.
*A detailed report of the customer/client experience.
*Action items you can immediately implement to increase your customer service.
*2 one hour debriefing sessions where we will fully discuss your detailed report.
*2 follow up announced visits to test your changes.
*3 hours of customer service coaching (can be divided into 3 one hour segments and spread amongst your staff).
If you are looking to improve your customer interactions and customer service then we at DC Leadership Training & Consulting can help! Contact us today for a free consultation.
Don Cruickshank, MALM (Masters in Leadership & Management)
*Certified in Team Leadership
*Leading From Your Strengths Certified Trainer, Coach, Consultant
- Empowering individuals and organizations towards creating successful futures