Achieveglobal Launches Achieving Stellar Service Experiences: Training System Creates Loyal Customers, Committed Employees and Organizational Success
"Stellar service is the key ingredient to making a real and lasting difference in the way an organization thinks and works toward the goal of customer loyalty," says DL Karl, Vice President of Product Development at AchieveGlobal.
"This training system is designed to instill consistent organization-wide philosophies, beliefs and behaviors toward providing stellar service.
As an integrated system, it links customer satisfaction, employee satisfaction and organizational profitability."
Karl notes that Stellar Service reflects AchieveGlobal's 30+ years of research and best practices currently employed by hundreds of leading organizations around the world. The launch follows a year of product testing with major employers in the United States, Europe and Asia to ensure global relevance and maximize return on training investment for clients.
A THREE-DIMENSIONAL VIEW OF SERVICE
With internal and external customers becoming more demanding and less
loyal, front-line service providers are challenged more than ever to deliver
the level of service that will earn and sustain customer loyalty. And,
in turn, their leaders must model, coach and reinforce these behaviors
to achieve lasting success.
The four workshops of Achieving Stellar Service Experiences build the behaviors necessary to approach customer interactions from three critical dimensions:
- The human dimension: The way customers are treated during each interaction, including human or emotional needs of customer and service provider
- The business dimension: The actual need that prompts the customer's contact or request, such as buying a product or asking for product assistance.
- The hidden dimension: What goes on "behind the scenes" for both the customer and service provider. For customers, it may include values, beliefs, experiences and expectations that affect behavior, as well as factors that drive their business needs. For service providers, this includes the organization's values, beliefs, experiences and expectations; as well as internal policies, procedures and working relationships.
"To provide truly stellar service, an organization must recognize and be attentive to needs on all three dimensions," says Karl. "Responding appropriately to a customer's human, business and hidden needs may spell the difference between losing the customer and keeping one for a lifetime."
A SYSTEMIC APPROACH
Achieving Stellar Service Experiences is a comprehensive system designed
to provide the critical service skills that engender customer satisfaction
and loyalty and lead to organizational success. The system's flexible
design enables participants to learn a range of skills - foundational,
situational, supportive, organizational and strategic - in the most effective
and efficient ways. Workshops build upon one another to provide training
solutions at every level and to align services strategies and behaviors
throughout the organization. A large portion of the content is modular,
allowing customers to target specific learner groups. All of the training
is supported by a full set of practice, reinforcement and application
opportunities and tools.
Following is a brief overview of how the system is designed:
- Consulting Services: AchieveGlobal consultants guide executives as they define the overall service strategy for the organization and focus everyone on specific, desired results. Executives lay the groundwork for service improvement as they clarify expectations, plan the execution and create a system of measuring progress.
- Leading for Stellar Service: This is an organizational program for senior managers to help them develop the skills needed to design a customer-foc used business strategy and then direct the resources of the organization in executing that strategy. It also includes foundational service concepts from a senior management perspective, giving everyone common language and goals as the first step in building a culture aligned on service quality.
- Coaching for Stellar Service: This "supportive" program teaches service coaches the skills of coaching, feedback and performance recognition to help them develop their service providers. The program begins with an intensive foundational service course from a coach's perspective, which puts all the coaching skills into the context of improving customer service.
- Creating Stellar Customer Relations: This foundational program for front-line service providers builds robust interpersonal skills, helps them recognize the larger organizational need to build a loyal customer base and, specifically, enables them to understand the role of the service provider in building strong customer relationships.
- Meeting the Challenge of Stellar Service: This program for front-line service providers builds the unique skills required for delivering stellar service in three challenging situations. They learn to guide customer conversations that create consistently positive service interactions, deliver attentive and respectful individualized service, and work together seamlessly with team members to resolve service issues.
ABOUT ACHIEVEGLOBAL
With its world headquarters in Tampa, Fla., AchieveGlobal is the world leader in helping organizations achieve business results
through a strategic approach to the direction and development of competent
individuals. Services focus on skills training and consulting services
in customer service, sales performance and leadership.