Solutions 2009 - (Page 37) 37 Retaining Winning Talent Retaining Winning Talent is an eight-hour workshop that focuses on one of the most important assets of any organization – its team leaders and their impact on retaining key team members. The program provides skills, tools, and a research-based approach that helps team leaders rate the attrition risk of each team member, surface individual team members’ retention needs, increase the level of commitment from each team member, and, most importantly, develop and implement a Retention Action Plan designed to increase retention for the entire team. SERVIcE cURRIcULUM Customer Service is one of the critical factors that helps organizations build and maintain a competitive advantage. It’s imperative to retain customers to build business. With new global business challenges raising the standard of service, it’s critical that service representatives understand their role and how to keep customers coming back. STAR Service STAR Service is a new, powerful, half-day learning session designed to address the opportunity to improve customer experiences. Service employees will learn the process and skills they need to provide customers with positive memorable experiences. The clear, practical, four-step STAR Service Process™, coupled with the communication skills taught in the workshop, help employees not only transform negative and neutral customer experiences to positive and memorable transactions, but also to re-affirm and enhance long-term relationships, the foundation of business success. Delivery Options Available: Classroom Dealing with Difficult Customer Situations The customer service role offers many rewards and satisfactions, but there are many frustrations inherent in the job. During this training, service providers will learn the general guidelines for dealing with difficult customers in challenging situations Delivery Options Available: Online Delivering Customer Focused Service During this training, participants will learn guidelines for delivering customer focused service, including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying and explaining; and a four-step customer service model. Delivery Options Available: Online Making Customer Recommendations Participants will discover how to make clear recommendations to customers based on the clues they identified during the discovery process, the agreement they and the customer have reached, and the objectives they aim to meet through the service interaction. Delivery Options Available: Online Center for IndustrIal servICes (888) 763-743 • W W W. C I S . T E N N E S S E E . E D U • (615) 532-8657 http://WWW.CIS.TENNESSEE.EDU
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