Service E.D.G.E.

Customers have more choice than ever before, regardless of the industry, product, or service, and they rate their service experience on a situational basis. Providing exceptional customer service is no accident; it is a combination of focus, process, and people skills. Unfortunately, many of our internal and external customer-service experiences still prove that the service gap is wide, and service is far from exceptional. The challenge is finding ways of delivering unforgettable customer service, consistently and continually.

The Service E.D.G.E. program equips customer service professionals with models, concepts, tools, and skills to enhance the success of internal and external customer interactions to achieve higher levels of customer service, satisfaction, and loyalty.

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 standard" 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
• Identifying and highlighting internal process improvement opportunities