Instantly Improve Customer Service

 If you want to instantly improve your customer service in as little as 14 days and get a roadmap of real life, practical things you can do now, the customer service makeover is perfect for you. 

The program starts with mystery shopping to provide you with an unbiased review of your current level of customer service. We then talk to employees and customers, review guidelines, policies and procedures, look at processes and go through all the steps the customer does from the time they decide to use you, their experiences and then the post-purchase feelings.

In as little as 14 days you will have a roadmap with specific how-to, real life and practical steps you can use instantly to improve customer service. You will receive an easy-to-read and useable report sharing findings and solutions. It will list specific concerns and then will provide concrete “how-to” steps you can implement immediately. 

You will also find out how to make it easier for customers to do business with you, how to meet and exceed expectations, how to overcome an attitude of indifference, how to make the workplace a more positive and productive environment and much more!

This is not a long and drawn-out expensive study with a big report that sits in a file and gets dusty. It’s a real life, in-depth observation with practical tips, tools, and solutions to make instant changes … at a fraction of the cost of those larger drawn-out studies.

The agenda for the Customer Service Makeover is as follows: (14 day format, actual time depends on size of the organization and the scope of the project)

Day 1 - 3

We will act as a “customer” (mystery shopper) and use various services by phone, on-line and in-person. We have an extensive checklist of things to review. We will look at everything from the customer’s point of view, from the beginning of the transaction to the end. This is not meant to point out mistakes by specific employees, but to provide an overview of things that are going well and other areas where improvement is needed.

Day 3 – 5
Interviews will be set up with various employees and customers to review their challenges, concerns and needs.

Day 5- 7
We will review guidelines, policies, procedures, look at processes, advertising materials, systems in place and more.

Day 8 -13
We will compile all the information and prepare an easy-to-read, step-by-step and practical report focusing on customer service strengths and how to enhance them. We will then look at customer service weaknesses and how to eliminate and/or reduce them. Action steps with how-to suggestions will be provided. We will also look at and provide suggestions on how to improve internal as well as external customer service.

Day 14
A debrief will be provided by phone or in-person to key people regarding findings. This can also be delivered as a seminar to include the findings as well as to provide tips, tools and solutions to providing extraordinary customer service.

Please note with some groups we start with an overall keynote, seminar or training session. We also provide a seminar that is videotaped and used as a training tool. This program included exercises that groups viewing the tape can use.

Everyone will also receive:

· A Laminated Wallet-Sized Card Listing 32 Ways to Keep Customers for Life

· Arnold’s CD – “Keeping Customers for Life – Create a WOW Customer Experience”

· Follow-Up Articles to Remind and Reinforce

· 30-Day Follow-UP for All Attendees by Phone, Fax or Email to Answer Questions or Concerns

· Arnold’s Book, “Get Along with Anyone, Anytime, Anywhere…8 Keys to Creating Enduring Connections with Customers, Co-Workers – Even Kids”

· Arnold’s Little Book of Big Ideas – Proven Ideas on Customer Service, Communications, Building Relationships, Rapport and Connecting with Others

· Option at No Additional Cost to Film the Customer Service Workshop – Great for Review and for New Employees to See

· 20-Minute Monthly Bite-Sized Webinars to Remind and Reinforce