10 Workshops of Excellence
High energy, high content, and highly effective Service Excellence Workshops.
Uplifting Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. This suite of powerful tools enables the foundation of your superior and sustainable service culture.
This suite of powerful service improvement tools are easily customized to achieve your business objectives.
Each workshop emphasizes application to specific se vice situations ensuring new ideas are generated, new actions are taken, and new value is created.
Workshop participants apply proven techniques to:
solve service problems
handle difficult se vice situations
boost service performance
add service value
increase service commitment
build powerful and lasting partnerships
convert customers into loyal ambassadors
manage customer expectations
These workshops build a common service language among internal and external service providers enabling your team to communicate quickly and easily across a wide range of service situations. Common Service Language is the first building block to building a superior service culture.
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The Six Levels of Service (TM)
You can achieve the highest levels of service
Learning Objectives
Develop a practical definition of service excellence
Recognize different levels of internal and external service
Understand why service must continuously improve
Identify specific action steps to improve
Program Contents
Discover the definition of service excellence
Understand the Six Levels of Service
Appreciate rising customer expectations
Discover why today’s standards are not good enough for tomorrow
Develop team and personal action plans
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The Four Categories of Value (TM)
The experience your customers value
Learning Objectives
Understand how customers obtain service value
Identify key categories where you can increase service value
Evaluate the experience you deliver and set goals for the future
Create plans to add more value in each category
Program Contents
Discover the four value categories: primary product, delivery systems, service mindset and ongoing relationships
Recognize where customers express what they value
Learn proven techniques to boost your performance
Identify practical steps to add service value now
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Your Perception Points (TM)
Improving your service transactions
Learning Objectives
Map the flow of your service transactions, from your customers point of view
Identify key internal and external perception points
Apply the Six Levels of Service to all perception points
Create action steps to improve service right away
Program Contents
Learn how to map out service transactions
Discover how customers perceive your service
Understand the power in ‘moments of truth’
Identify hidden opportunities for service excellence
Commit to specific improvements
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Take Personal Responsibility – TPR (TM)
Taking responsibility for service
Learning Objectives
Learn why blame, shame and excuses are poor responses to service problems
Discover how language impacts our service reputation
Take personal responsibility for service improvement with specific action plans
Program Contents
Identify where blame, shame and excuses exist in your organization
Eliminate blame, feeling shame and making excuses
Take personal responsibility to upgrade your service and uplift your service culture
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Building Powerful Partnerships (TM)
When you give more, you get more
Learning Objectives
Realize the key to getting what you want is helping others get what they value
Learn how to add more value to service partners
Understand how giving more leads to receiving more
Program Contents
Discover how to get more of what you want from whomever you want
Learn to identify what other people value
Be proactive to add value for others
Create lasting success through giving better service
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The Cycle of Service Improvement ®
Adding value and building more trust
Learning Objectives
Identify powerful partnership opportunities
Understand what customers want, need and value
Learn how to create more value through better service agreements
Learn four key steps to building trust with customers and colleagues
Program Contents
Explore: identify priorities and values
Agree: create value in your service promises
Deliver: meet and exceed conditions of satisfaction
Assure: build trust by following up and following through
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UP the Loyalty Ladder (TM)
How to increase customer loyalty?
Learning Objectives
Learn how to move your customers up the loyalty ladder
Discover how angry customers can damage your organization
Appreciate the value of loyal customers and colleagues
Program Contents
Climb five steps on the loyalty ladder
Experience the power of first and last impressions
Appreciate the high value of loyal customers and service partners
Understand the high cost of disloyalty
Calculate the lifetime value of your loyal customers
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Bounce! with Service Recovery (TM)
How to bounce UP when things go wrong
Learning Objectives
Understand why upset customers can be a tragedy or an opportunity, and how your attitudes and actions will make the difference
Recognize the three actions you must take to earn higher levels of loyalty in service recovery situations
Program Contents
Identify the three key steps in effective service recovery
Learn how to bounce UP to higher levels of loyalty than ever before
Learn how to turn angry complaints into sincere compliments
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Managing Customer Expectations (TM)
Start winning from the beginning
Learning Objectives
Learn how to ‘under promise and over deliver’(and when not to use this effective tactic)
Build goodwill by making and keeping clear service promises to customers and colleagues
Program Contents
Proven tactics for managing customer expectations
A long-term strategy to earn goodwill with your customers and colleagues
Eliminate confusion and increase satisfaction with clearly stated and kept service promises
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The Four Styles of Service (TM)
Creating excellence in every interaction
Learning Objectives
Discover The Four Styles of Service
Identify which styles of service are appropriate at different times
See where you can change your style to improve service
Program Contents
Experience the Four Styles of Service in action
Learn which styles are best for you and your customers
Commit to using the best style in key service transactions