This is a recommended three year plan designed to help an organization
create a customer service culture. Phase sequence will be tailored to
your environment. Every four to six months the next Customer Service
Program should be kicked off. We recommend 12 months between BAD and
GOOD Idea Campaigns for maximum impact.
If money is a concern, start with the BAD cost reduction campaign and
use some of the savings to fund the entire three year service culture
plan. It's low risk and inexpensive.
We have pricing for a service culture plan that includes unlimited use
of our training programs, all Train the Trainer sessions, all
facilitation when needed and a free John Tschohl Strategic Customer
Service Seminar when 2500 or more are signed up. John Tschohl books
Cashing In, e-Service and The Customer is Boss, shipping, customization
and personalization fees are not included. The price starts at $197 per
person each year for 3 years for 50-99 employees and goes down to $34
per person for 10,000 or more employees. There is no charge for employee
turnover. It is like a buffet. You can use any of our programs as much
as you want, as fast as you want and in any order.
Customer Service A Strategic Plan for Company/Corporate Change (click on
a program below for more information):
1. LET (Leading Empowered Teams) - Two-day seminar designed to get
management emotionally committed to exceptional service and trained to
reinforce empowered action and improve performance. Focus is on
empowerment, team building, coaching, feedback and strategic
positioning. It sets the foundation for a culture and Customer Service.
2. Feelings - An effective video based customer service program and
learning system with user friendly facilitator guide, DVD's and
participant material. Implemented in three sessions of two to four hours
each. Designed to change attitudes and behaviors. It teaches the skills
of customer service and builds people from within by improving their
self worth and self esteem.
3. Speed - Do it Fast. Do it Now. Do it Right. Dramatically shrink the
time it takes your staff and organization to get things done. Speed
consists of a 2 session program that is 3-4 hours, facilitator guide, 2
DVD's, videos or CD's and a participant kit.
4. BAD Campaign (Buck-A-Day) - A 30-day total involvement idea campaign
designed to eliminate waste and reduce costs. The campaigns are
uncomplicated, involve the line staff, easy to implement and arouse
interest because they use recognition and are designed to be fun.
5. Loyal For Life - A three-four hour service recovery and empowerment
program designed to teach employees how to bring a customer from hell to
heaven in 60 seconds.
6. Exceptional Service - A four-hour customer service program designed
to get employees to provide exceptional service. Personnel will learn
how to identify customer service opportunities - inside and outside the
organization - as well as how to capitalize on each opportunity to
maximize profit.
7. Good Idea Campaign - A 30-day campaign that puts focus on quality and
customer satisfaction. An exciting event that promotes widespread
employee participation-built on the premise that people closest to
problems frequently have worthwhile ideas. Offers a refreshing change of
pace from the normal work routine.
8. Service First Video Library - Twelve videos (DVD's) that teach the
skills needed to demonstrate quality customer service and help you
create a service culture. The programs are designed to improve moral,
interpersonal communication and reduce complaints. Develop a Culture to
Achieve Customer Satisfaction
Having a good customer service culture and customer satisfaction
requires the commitment of management, supervisors and front-line
employees to create and maintain a strong business philosophy. Mastering
these aspects means becoming more competitive in the marketplace today.
Use our customer service programs to create a customer service culture.
First Citizens Bank - the largest and most successful bank in Trinidad
and Tobago. Click here for a section on SQI in the annual report. This
bank is owned by the government and is the most customer driven
organization in Trinidad and Tobago.
Learn more about Customer Service Training and Development Programs (click
here).
For more information please visit
the services we
provide.
