Service & manager training programs
True third-generation (create experiences) customer service training for front-line customer service training and customer focus culture building, the Creating CEOs customer service training program energizes, motivates, and instills the skills and values that lead to loyal customers.
CHECK HERE for samples and brochure of Creating CEOs
Use Patient’s VOICE Skill Clinics™ to improve:
- Patient satisfaction scores
- Healthcare safety and quality
- Loyalty, repeat visits, referrals
- Coordination & teamwork
- Productivity and cost-savings
- Staff & physician satisfaction
- Risk and lawsuit reduction.
Effective, low-cost behavior-change program:
- Choose from over sixteen 40-minute Skill Clinics
- Healthcare professionals attend clinics on-the-job
- Local Leaders conduct Skill Clinics
- For all healthcare staff and caregivers
- Costs as low as $1 per Skill Clinic
CLICK HERE for list of Skill Clinics
Managing Accountable Performance™ (The MAP™) uniquely establishes and implements high behavior standards and performance goals in service, quality, and cost control. The MAP includes sample standards checklists and performance goals. The MAP is both a performance management program and a coaching skills program. The MAP supports the implementation of all Customer Focus programs or it can be used as a stand-alone performance management and coaching program based on establishing employee accountability.
Brochure for Managing Accountable Performance
Creating CEOs for Call Centers
Bring third-generation Creating CEOs to your agent call center training. This call center training program combines the philosophy, core values, and methods of Creating CEOs with Call Center skills and techniques, such as tone of voice, call handling, and phone skills training.
Samples and brochure for Creating CEOs for Call Centers
Service Sells! customer service training program motivates all in-person and phone service professionals to offer more products and services to customers in compelling ways.
The original Customer Focus customer service training program experienced by tens of thousands. It offers the same concepts and skills as the new Creating CEOs program, but without the emphasis on the CEO title.
Third-generation customer service training
Are your customer service training programs out-of-date? Check below to find out.
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1st generation |
2nd generation
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3rd generation
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Primary Goal
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Avoid and resolve complaints |
Customer satisfaction
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Customer loyalty
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Needs Focus
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Task need
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Respect need
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Uniqueness need
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Process Focus
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Standardize product fulfillment
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Standardize service interaction
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Create unique and memorable customer experiences
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Training Focus
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How to complete transactions
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How to show respect and to be polite and nice
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How to use individuality and empowerment to make others feel unique
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Desired employee perception
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Take care of it
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Smile and don't take it personally
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Take ownership of the customer experience
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Best to give customers
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Solution
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Respect and empathy
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GEMs that Go the Extra Mile
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Employees follow
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Policy & procedures
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Scripts & skill-steps |
Empowerment and a desire to create memorable customer experiences
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Third-generation customer service training programs include the best of first- and second-generations (avoid complaints, demonstrate respect). In addition, third-generation customer service training programs provide the skills and motivation for creating memorable customer experiences.
CLICK HERE for FREE Training Samples and Tools
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