Service E.D.G.E.

After the workshop, you will be able to:

• Assess your own strengths and development needs regarding your service delivery
• Understand your internal customer-service chain and the interdependency of the entire organization in service delivery
• Identify key competitors and why improving the level of service is important for business strategy and success
• Use the Service Impact Model to understand how varying service levels impact customer behaviour based on their service experience and memories
• Identify the emotional impact of service and how it affects customers
• Identify five major customer motivators and their impact in service delivery
• Establish your organization’s ‘gold standard’ for service delivery against each of the major customer motivators
• Review the Service E.D.G.E. model and the four phases of customer interaction
• Complete customer profiles to assess customer needs, prime motivators and current product knowledge
• Establish rapport, identify customer requirements and the most appropriate style for engaging the customer
• Guide customer knowledge, handle customer questions and objections, and endorse agreements or decisions
• Improve telephone skills using ten proven tips and a strategic questioning process
• Solve problems by getting to the root cause of the customer issue
• Recognize the symptoms of stress and reduce the levels of stress in the customer-service role

• Sales E.D.G.E. (GSAE100)

Benefits for the individual:

• A framework and process for handling all customer interactions
• Enhanced communication skills for dealing effectively with all customer expectations
• Clarification and balance between the task side and the people side of service delivery
• Reduced stress while providing exceptional customer service
• Increased ability to creatively problem-solve with customers

Benefits for the organization:

• Establishment of a ‘gold st:andard’ and branding of the customer-service experience
• Improved employee capability and commitment that enhances customer/employee satisfaction and loyalty
• Higher-quality service interactions and reduced complaint escalations
• Greater confidence in service providers and trust among internal/external customers
• Identification and highlighting of internal-process improvement opportunities