Development program - Signature Service

Signature Service is a practical, results-oriented program that helps service providers at all levels develop and apply the skills necessary to ensure customer satisfaction. Signature Service recognizes four distinct customer conditions and provides specific approaches for successfully responding to each one. Service providers bring customers to a satisfied level, then confirm customer satisfaction.

Key Learnings Are:

• Discovering the Opportunities in Customer Satisfaction How to explain the value of customer satisfaction for the organization, the customer, and the service provider.
• Managing Myself How to apply a three-part approach to self-management.
• Opening the Interaction How to identify customer conditions and respond appropriately.
• Determining Needs and Expectations How to use listening, questioning, and empathy skills.
• Managing the Interaction How to present clear explanations and protect the relationship with the customer while adhering to the company’s policies and procedures.
• Satisfying Customers in the Comfortable and Indecisive Conditions How to work with customers in positive to neutral customer conditions.
• Satisfying Customers in the Insistent and Irate Conditions How to work with potentially negative and emotionally charged customer situations.