Customer Service Excellence

Customer Service is a critical differentiator for virtually all businesses. Most markets are crowded and commoditised and differentiation is how customers make choices to buy from you or from someone else.

The broader context of the service offering should be aligned with the sales offering – if your people are just doing ‘customer service’ and not looking for opportunities to add value to the customer’s buying experience through ‘selling’ then someone else will, and your business will lose valuable customers.

The starting point is to strategically create, develop and lead a Sales-Service Culture. There are three major elements vital to create this :-

Developing Service-Sales Coaches who will design, embrace, model and encourage the kind of top quality sales and service behaviours that front-line staff can emulate.

Provide sales and service skill building. Once the leaders are on board and improving their coaching skills, then it is time to up-skill all the customer-facing staff whether face-face or the telephone. This training teaches

Why adding value is an extension of customer service
How to add value and not come across as a ‘pushy’ sales person
How to listen for clues and cues and how to recommend the right product
How to build long-term relationships through cross-selling
How to create outstanding and extra-ordinary customer service experiences

The third critical step is for senior managers to take a leadership role in the evolving sales-service culture. This is done through

Formulating the service vision, service charter and service standards
Measure what is happening - recognizing and rewarding the positives
Stay with it for the long term – culture change takes a couple of years

1. Creating a Sales-Service Culture is all about building a team of “sales and service superstars and coaches” with the skills, processes, enthusiasm, actions, knowledge and systems to make it happen on a consistent and evolving basis.

There are 12 key stages to make this a reality in your business which starts with :-

Sales and Service Culture Planning and Goal Setting.
Quickstart Coaching and Quickstart Employee Sales and Service Training

If you are interested in further information on how to build a sales-service culture in your business please contact

2. Leading and Coaching Service Excellence / Sparkle Program is for Managers and Team Leaders to “Keep the Service Excellence / Sparkle Alive”

It is vital that there are “Service Excellence / Sparkle Coaches” in each business in order to ensure that the knowledge and skills learnt during the two day Service Excellence / Sparkle Program are implemented back in the work environment. The role of the coach will be to support their people and help them to continue to apply the learnings on an ongoing basis.

The first half day module is focused on ‘How to keep the Service Excellence / Sparkle alive’. This module provides knowledge and skills to create culture change through vision and values. The key theme of “Find it, Live it, Coach it” will enable management to sustain the change process.

The second half day module is focused on ‘Coaching Service Excellence / Sparkle for Managers and Team Leaders’ and this module teaches how to coach and develop your people based on their competency and commitment levels.

An additional two half day modules provide Managers and Team Leaders with the knowledge and skills to motivate, lead and manage the ongoing performance development of their teams.

“We would like to see this coaching program become part of our training for all senior staff.”
Jennifer Wilson, Fairfield City Council, NSW

3. The Service Excellence / Sparkle Program has been specifically developed for the many customer service environments that exist for staff who have both internal and external customers. The goal is to ensure a consistent and quality customer experience that meets and exceeds customer expectations.

“The Sparkle Program helped me recognise that people behave in certain ways for many reasons. We may or may not be able to help them and that is ok. It is always best to remain positive and offer positive options.”
Bernadette Fleet, NSW

4. The Showroom/Telephone Service-Selling Program is designed for service staff who need to enhance their service and selling skills to provide a better customer service experience and improved sales results for the business.

Perform Solutions International Pty Ltd
Bill Carson
Email:
0433 348 318

Privacy Policy | Search This Site

Add to Favorites