Build an excellent Customer Experience.
5-Star Customer Service
This training is designed to create a culture of excellence focused customer service within your organization.
HRCI
SHRM
What Is 5-Star Customer Service?
Did you know it takes up to 12 positive experiences to make up for 1 negative experience? This training will bring your internal and external customer service to the next level by identifying behaviors that go beyond just customer service, but rather can elevate the entire customer experience. The impact of 5-star customer service has substantial benefits including: repeat and referral business, reputation and branding, greater business profits, positive morale, higher engagement and retention of employees.
The purpose of this training is to show the business case for exceptional customer service and provide a road map to creating a culture of exceptional customer service in your organization. Participants will receive simulated customer complaints and be challenged and trained to respond.
5-Star Customer Service is available in person at our training facility in Grand Rapids, Michigan, in a virtual training format, or onsite at your company anywhere in the country.
Who is it for?
5-Star Customer Service is for anyone in a customer facing position, including: Frontline office workers, receptionists, customer service teams, retail teams, hospitality teams, and internal and external sales teams. The content is relevant to both individual contributors as well as managers and supervisors.
What You Will Learn
This 4-hour training is completed in one session virtually or in person. In this training you will cover:
- The Impact of the Customer Experience: The numbers don’t lie, and when it comes to customer service countless statistics reveal the massive impact that good service vs. bad service can have on your entire business. This training will review these facts and dive into specific examples of what good and bad customer service looks like.
- Handling Complaints & Bad News: There will always be times when you or your team encounter an upset customer, need to handle a complaint, or even have to deliver bad news to a customer. Participants will learn a step by step process to follow so that these important moments of customer interaction can actually turn a negative into a positive.
- Strategies for Phone, Face to Face, and Digital Service: Today we interact with customers in a wide variety of formats, each with its own nuances and challenges to overcome. This training will review best practices across communication formats and specific challenges to watch out for.
- 4-Step Process for a Culture of Excellent Service: Participants will learn a 4-step process that can be applied to a team or across an entire organization to foster a culture of excellent service. The 4-steps include: define it, teach it, measure it, and reward it.
Benefits of 5-Star Customer Service
There are many benefits to bringing 5-Star Customer Service into your workplace, such as:
Customers tell an average of 9 people about an outstanding customer experience vs. 16 people when they have a bad experience. Create a culture of service at your organization to build your word of mouth brand!
Rather than a race to the bottom for the lowest price. Train your team to provide better service than your competition and make this your competitive advantage. When it comes to making a purchase, 64% of people find customer experience more important than price.
This training doesn’t just focus on why customer service is important; but rather, it gives participants the tools and processes they need to consistently deliver a high level of service…again and again and again.
To provide better service, employees often need to first put themselves into their customer’s shoes. This training will explore ways to increase empathy and understanding in your team so they can better relate to their customers.
Interacting with upset customers can be a draining experience for employees. The more you create a culture of excellent service the less time your team will spend with upset customers. Also, the principles of excellent service can be applied to your internal team interactions as well. Overall, a culture of excellent service can make your organization a better place to work and lead to more engaged and happy employees.
HRCI
This training offers 4 credits
SHRM
This training offers 4 credits
Custom Solutions
Receive Customized Training
We offer customized training, both in person and virtual, for teams across the country. If you’d like a customized training on 5-Star Customer Service for your team, contact us today.
Frequently Asked Questions (FAQ)
No. In fact, we will spend more time about the why it’s important to understand customer service vs. customer experience and can consult with you personally on ideas to collect customer feedback.
Yes! Consistency is key when it comes to customer service. When teams are aligned with the goals and objectives of what good a “good customer experience” looks like through performance and behavior, it becomes a great tool for performance reviews and customer reviews. Having a unified way of thinking around this helps everyone align to the same outcome. To setup a 5-Star Customer Service session just for your team contact us here!
Since 1983 our parent company, Express Employment Professionals, has been connecting the workforce to the workplace. We’ve been on the frontlines hearing the challenges employers are facing, understanding the mindset of the workforce, and studying the demographic trends facing our future.
Frontline Training Solutions was born out of the desire to do more for the companies we serve. We’ve harnessed the workforce knowledge gathered through employing millions of people and serving thousands of companies so that we can provide the solutions you need to train, develop, and retain your workforce. This means all our training programs take a practical real-world approach to help be a catalyst for change and improvement back at your organization.
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