We all love it when an organization exceeds our expectations, it is a pleasure to do business with that organization. We all need to deliver good quality consistent service, both within the organization and externally with customers and other stakeholders. In this course we cover three sections: • SECTION 1: Positive Impressions • SECTION 2: Service Excellence Skills • SECTION 3: Consistent Service and Attitude Section 1: Positive Impressions Positive impressions are very important – for your team, for clients, and other visitors. People make up their minds about you and your organization in the first few minutes. A friendly expression, a warm greeting, a timely response, good manners, and polite communication make all the difference. In this first section you will see three videos: • Creating Positive Impressions • CLEAR Service • Can I help you? Creating Positive Impressions shows how everyone should be welcomed and everyone has a part to play to ensure relationships are strengthened and no business opportunities are lost. In this video you will learn to: • Make everyone welcome. • Demonstrate expertise. • Always be professional. • Build ongoing relationships. CLEAR Service provides a simple message from psychologist Eve Ash, who explains that we give great service and solve difficult problems, when we are CLEAR: clarifying, listening, empathizing, asking and resolving. In this video you will learn the five CLEAR skills to make your co-workers and customers appreciate all you do! • Clarify what the issue is. • Listen to what the other person is saying. • Empathize with how they’re feeling. • Ask questions that help facilitate the answer. • Resolve with options, agreement and explaining how the solution works Can I help you? is a video that challenges robotic responses of service staff. We need to engage with customers from the first moment and entrepreneur Pete Williams explains how to avoid service turnoffs and use a variety of strategies to ensure a positive customer experience. You will learn to engage with customers by: • Avoiding service turnoff. • Trying pattern interrupt. • Using positive body language and tone. • Engaging customers from the start. • Asking open questions to begin a conversation. • Having fun with new approaches. Section 2: Service Excellence Skills It is a pleasure to do business with people and organizations that exceed our expectations. So why not be that special person who always makes others feel good by delivering outstanding service that exceeds expectations? Discover some simple strategies for giving outstanding customer service and getting glowing reviews in return. In this section you will see three short videos: • Exceed Service Expectations • Passion for Service Excellence • CARE in a Meaningful Way Exceed Service Expectations reinforces four critical skills: • Connecting with the customer quickly. • Making it a pleasure to deal with you. • Going the extra mile and give customers something they didn’t expect. • Listening to and resolving problems. Passion for Service Excellence provides case study examples so you can be inspired to develop a passion for service excellence by learning to: • Be passionate about your work. • Make a positive first impression. • Build friendly relationships. • Know your product. • Understand needs and deliver solutions. • Turn complaints into commendations. CARE in a Meaningful Way is a simple approach presented by psychologist Eve Ash to explain meaningful CARE: Concern, Actions, Responsiveness and Encouragement. You will learn about: • Concern – noticing how someone is feeling or behaving and showing you are available for them. • Actions – understanding that helpful deeds and gestures can assist more than words. • Responsiveness – being ready to help when asked and responding thoughtfully. • Encouragement – helping and motivating others to move forward. Section 3: Consistent Service and Attitude Tough times present a sensational opportunity to show your customers that you care about what they’re going through. You have to deliver sensational service every time, all the time. That consistency and reliability is what keeps people coming back. In this section you will see four videos: • Consistent Sensational Service • Enhancing Service • Switch on Service • PLUS Service Champion Consistent Sensational Service is a video that shows the importance of consistently delivering sensational service. You will learn to: • Respond positively and build trust • Ask and consistently care • Anticipate needs and surprise • Be efficient and focus on results Enhancing Service is a video that reinforces the foundations for quality service. In this video you will learn the GECKO formula: Get it right, Efficient, Can do, Knowledge, Outcomes: • Get it right first time • Be efficient • Have a can do attitude • Find answers and solve problems Switch On Service is aimed at developing and maintaining positive service attitudes. In this video, you will learn to: • Re-evaluate your service thinking patterns and avoid blame to overcome frustrations and deliver better quality service. • Recognize and turn around negative thinking about pressure. • Handle complaints constructively and avoid burnout. • Manage difficult customers and solve problems. • Welcome customers more effectively when you feel positive. PLUS Service Champion is a video in which psychologist Eve Ash explains how being Proactive, Listening, Understanding and Special is the recipe for becoming a service champion. You will learn these service essentials: • Proactive – showing initiative and anticipating needs. • Listening carefully so you can respond in a personalized way. • Understanding people's needs, without judgment or impatience. • Special – treating others as special, surprising them with extra help or advice.