3 years culture plan

10StepsGraphThis is a recommended three year plan designed to help your organization create a  ustomer service culture. Phase sequence will be tailored to your environment. Every  our to six months, the next Customer Service Program should be kicked off. We  recommend 12 months between BAD and GOOD Idea Campaigns for maximum impact.

If money is a concern, start with the BAD cost reduction campaign and use some of the savings to fund the entire three year service culture plan. It's low risk and inexpensive.

 

Creating A Service Culture: Customer Service

  • LET (Leading Empowered Teams) - Two-day seminar designed to get management emotionally committed to exceptional service and trained to reinforce empowered action and improve performance. Focus is on empowerment, team building, coaching, feedback and strategic positioning.
  • FEELING - Six to nine hour program designed to launch the quality service concepts and create/build commitment throughout the organization. Course topics include self-esteem, communication, listening, keeping promises and handling difficult situations.
  • EMPOWERMENT - A WAY OF LIFE - Is a game-changing practice that is implemented in 2 sessions of 2-4 hours each.
  • BAD Campaign (Buck-A-Day) - A 30-day idea campaign designed to eliminate waste and reduce costs. The campaigns are uncomplicated, involve the front-line staff, easy to implement and arouse interest because they use recognition and are designed to be fun.
  • SPEED - Speed gives your employees the Speed Mindset and empowerment to produce quick, quality and unexpected turnaround every time. Implemented in 2 sessions of 3-4 hours each.
  • REMEMBER ME - A powerful program designed to get everyone to recognize and use customer’s names. Implemented in 2 sessions of 2-3 hours each.
  • LOYAL FOR LIFE - A 3 to 4 hour service recovery and empowerment seminar. Learn how to take unhappy customers from Hell to Heaven in 60 seconds or less.

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