In the world of high-end customer service, there is no issue that a customer brings that is not addressed. Regardless if the problem was created by the agent or employee, they see it as their task to bring it to resolution. In this global economy, being nice does not often translate well. We all know that focusing on why being nice is not enough. The magic is Customer Respect.
This course shatters the notion of a customer issue. Turning it from a problem into a possibility, from a fault to a moment to shine. It takes the idea of customer service and turns it on its head. Because it’s not about service it’s about resolution. It’s Not My Fault, But It Is My problem is a one day facilitated, interactive discussion where participants will be called upon to shift the way they think about how to deal with customer issues.
Managers unclear on the impact of their team’s actions on customers
Unmotivated employees pushing customer problems to other teams
Employees unable to see that EACH customer issue is an opportunity
Managers not seeing the long term affects of allowing employees to let customer issues linger without resolution
Lack of a clear set of critical behaviors for service
The key fundamentals to providing exceptional service
A proven methodology to turn every customer issue into an opportunity to shine
Shifting from dealing with customer problems to creating long term solutions
Moving from treating customers as merely “purchasers of service” to partners for the future
Service: what it is, how we deal with customers now
The Critical Behaviors of Service for your organization: what do they mean and how they will impact your organization/team/department, customer focus
Think about the customer
Define customer service for the future of your organization
Flexibility: in your role as professional, importance
Resolving customer issues
Initiative & Decision Making
Good decision making tactics to turn customer issues into opportunities
Analyzing & Problem Solving
Any employee that communicates with customers
It’s Not My Fault, but It Is My Problem is available in the following delivery formats:
Conference Breakout Session Or Lunch Program
Half-Day Training Workshop
Full Day Training Workshop
Webinar or Multi-Session Webinar
Questions & Pricing
Customer Service training comes in many forms and approaches. Who is your audience? Are there behavioral changes that you would like to see change? How large is the audience? Do you have a maximum amount of time allocated for the training? Does the group need to be split into smaller groups to continue to have coverage of their responsibilities? Does the organization utilize any form of online personality/communication assessment today?
Fees vary based on # of days vs. # of participants. The two factors that are participant fees are if an online assessment is included and the participant materials included for the solution.
Day rate ranges: $2,500 to $4,200
Online assessments range: $45-$70 per participant
Travel and living are expenses are actual expenses and will align with your firm’s travel and living policies. (The facilitator will travel out of a major airport – in all likelihood – Chicago, Los Angeles, Orlando, or Minneapolis)
Need On-Site Training?
Ready to discuss your customer service training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 or fill out the form below.
Our course catalog offers you an easy way to link your organization's needs and goals to TrainSMART performance solutions workshops. All of our workshops are tailored, flexible, interactive and engaging. We use the outlines in this catalog as a starting point to identify the topics and delivery methods that will create the most successful outcomes. Our delivery methods for these workshops include instructor-led classroom, ILT webinars, virtual learning, eLearning, and structured on-the-job training.