Situational Service ®
 What it takes to really deliver on customer expectations will continue to be more of a challenge. It seems that as each of us works harder to provide the best in service, our own expectations of how we should be treated as a customer continue to rise. And our tolerance for mediocre service…falling to an all-time low.
Now picture the service provider. The face has changed from a decade ago. It is no longer just a smiling face, an empty suit, to greet you at the front door. The service provider is now often a team leader, technician or manager –anyone that maintains the human interface with a customer. The importance of customer service has indeed become everyone’s job. How well we provide service has truly become one of the best predictors of organizational health. It’s not just the product that the client buys…it’s our service. The heightened attention to customer care has lifted the role from something nice to do, to one of the most critical of professional skill sets.
Situational Service® training focuses on three basic skills; diagnosing - being able to understand the situation you are trying to influence; adapting - being able to adapt your behavior...to meet the contingencies of the situation; and communicating - being able to communicate in a way that people can easily understand and accept.
Developing these key competencies - cognitive, behavioral and process - are at the foundation of achieving the program's objectives of; increasing understanding of the service interaction, developing the ability to assess a customers readiness and select the matching service style, and then having a tactical plan for applying the ideas presented in the program to a unique service environment.
Situational Service® seminars are designed for 15-20 participants. Lecture, small group activities, written case study applications, video vignette modeling, behavioral assessment and feedback, and a service simulation are all part of the process of training the Situational Service® package.
|
