Do you wish your Community Health Center would be able to provide the kind of exceptional service that creates real customer loyalty? Ohio's CHCs need people who possess not only robust interpersonal skills, but a positive, can-do attitude, an understanding of the larger organizational context they work in, and are willing to make a commitment to making excellence their everyday service standard.
Legendary Service will teach participants to recognize and anticipate customer expectations, identify elements of emotional response that interfere with customer service, and develop communication skills that defuse customer complaints.
Legendary Service is an interactive training program that encourages participants to embrace excellence as an everyday customer service standard while educating learners on a range of critical customer service skills. Learning occurs through a variety of social modeling techniques such as observation of videotaped role plays, actual participant role-play, out-of-class skill application activities, group discussion, and individual action planning. Immediate feedback and coaching by the facilitator will give the participants immediate reinforcement as they demonstrate new skills.
Participants explore the challenges of delivering legendary service and the way it adds value to every type of customer interaction: one-time or long-term, routine or unique, face-to-face or on the telephone, business-to-business or business-to consumer or employee to employee, and technical or non-technical.
Participants plan how to meet the five criteria by which customers' judge service - respect and caring, timeliness, reliability, accuracy, and flexibility - and plan what they can do to improve their performance in these areas. In so doing, they gain an appreciation of their own strategic importance and an understanding of where to focus their efforts to become more effective service providers.
- Workshop opening: After introductions and administrative details are reviewed, participants work in small table teams to complete a customer service card sort to begin the process of defining service. Common customer service issues are discussed.
- Relevant Service examples: Through lecture and discussion, national and international organizations that have exhibited high levels of service are identified.
- The importance of Service: Participants view a video illustrating the rippling effects of service within an organization.
- Core Service and Customer Service: The importance of identifying and defining customer expectations is explored.
- COMPAS: Participants work in small groups to identify the Needs, Wants, Stereotypes, and Emotions of their customers.
- Quality Standards: Contains an exercise to determine effective behavioral standards that can be used throughout an organization.
- Measurement: Participants explore several measurement methodologies and discus appropriate measurement strategies for their individual areas of responsibility.
- Caring Responses: Participants learn five emotionally based responses to increase report and trust with customers.
- When you have to say no: Using behavioral modeling and role play activity, participants practice strategies for satisfying customers, even when they have to say no.
- Handling Complaints: Through targeted skills practice, participants work triads to practice a seven step process for handling complaints.
Jeff Spain, Center for Workforce Development
Early Bird $125 [on or before 8/11/17]
Regular Registration $140
Parking - OACHC will be emailing you out a parking pass and map prior to the training. Parking is free but you must have this pass printed and displayed on your dashboard.
OACHC Cancellation Policy
· All Cancellations must be received on/before 9/8/17.
· Cancellations received after 9/8/17 are not refundable.
· Cancellations must be submitted in writing to email@example.com.
· Substitutions are encouraged.
· “No Shows” are non-refundable.
Consent to use of photographic images: Registration and attendance at or participation in OACHC meetings and other activities constitutes an agreement by the registrant to OACHC’s use and distribution (both now and in the future) of the registrant or attendee’s image in photographs, videotapes, and electronic reproduction of such events and activities.