Morale low? Customer complaints up? You need this.
At Lightbulb Training Solutions we know and our customers agree, that for staff to provide consistently excellent customer service, no amount of policies and procedures will make it happen and one training session is not enough.
To create a culture of service excellence, every employee at every level requires access to a comprehensive and customised service excellence program.
The first step to embed a service excellence program into the business/team is to complete a 30 minute Customer Service Analysis (CSA). How does that work? I'm glad you asked so here’s an example.....
Recently, the Learning and Development team of a large Victorian utilities organisation, contacted Lightbulb Training Solutions confirming they needed help as customer complaints were up and staff morale was low, particularly after the challenges of COVID.
Although they were sure of what training was required, the L:& D team took the time to complete a CSA - it's free so they had nothing to lose.
From the information gained through the CSA, LIghtbulb Training Solutions created a Service Excellence program specifically for their organisation which included the below professional development options:
Full Day Customer Service Boot Camp - off site so staff could concentrate, interact with each other and enjoy lovely coffee and great food.
1 x 3 hour Behavioural Profiling session - for 6 workplace leaders that included DISC Advanced individual and team reports.
12 month membership to The Service Excellence Zone - our online resource centre that includes a 12 month calendar of actions to maintain a culture of service excellence all year.
Feedback form the Customer Service Boot Camp, was voluntary and immediate:
A staff member identified as the most resistant to the session, commented on how great the day was and made suggestions of what other training would be beneficial.
Other attendees expressed their thanks for the opportunity to engage with a Service Excellence Coach and learn what they can do to work smarter and get more smiles from customers.
Managers commented on the day being above what they expected. They were now clear on how they can support the team and how leadership skills are key to their success.
And this all began because the Learning and Development team took the time to complete a free 30 minutes Customer Service Analysis.
You don’t need to be a large Organisation to benefit from the CSA. You just need to want to create a workplace culture of people who work together in harmony and provide a consistently excellent level of service.
What are you waiting for? Book your Customer Service Analysis today. Your customers and your staff will thank you.