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Owning the Customer Experience
We Teach You How to Define and Direct
AchieveGlobal is recognized as one of the world's leading providers of customer service training programs. Through our on-going research into customer loyalty, employee satisfaction and orgnisational profitability, we have isolated those crucial elements vital to customer satisfaction and loyalty, and to organizational success.
In the Philippines we're partnering many of our leading organizations in the development of their customer service skills and customer relationships. For further information please feel free to browse our range of customer service training solutions below.
SENIOR LEADERS define and direct the practices and processes.
Leading for Stellar Service®
This workshop is an organizational program designed for senior managers. It helps them translate strategy into actual plans, tools, and standards. It also includes foundational service concepts from a senior manager's perspective. Organizational skills, knowledge, and attitudes that help leaders direct the human, financial, and other resources of an organization toward successful delivery of desired behaviours.
MANAGERS develop the individuals, processes and systems.
Coaching for Stellar Service®
Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a service coach's perspective. Supportive - skills, knowledge, and attitudes that help coaches develop the desired behaviours in individuals.
Module 1: Reaching for Stellar Service®: Coach's Version
Understand the big picture and the role of the service coach in delivering stellar service.
Module 2: Developing Others for Stellar Service®
Discover skills for developing others, helping them expand their capabilities so they will have the confidence to take on new challenges and work more independently.
Module 3: Giving Constructive Feedback for Stellar Service®
Learn skills to give constructive feedback in a way that builds openness and mutual respect, and promotes problem solving and learning.
Module 4: Recognising Others for Stellar Service®
Provide meaningful recognition for large and small efforts in order to encourage others and focus on the organisation's goals of stellar service.
INDIVIDUALS deliver results through productive behaviours.
The Customer Experience Series™
Apply essential skills and concepts to own the customer’s experience. This innovative series includes five 90-minute sessions for up to 20 learners, highly flexible delivery options, and all-new technologybased reinforcement.
Module 1: Owning the Customer Experience 1™
Explore how meeting four universal expectations turns detractors or merely passive customers into loyal promoters of your organization.
Module 2: Owning the Customer Experience 2™
Learn to make the authentic emotional effort needed to connect with customers, reduce your own stress, and create loyal promoters of your organization.
Module 3: Meeting Business Needs™
Create loyal promoters of your organization by guiding conversations that clarify and satisfy each customer’s key business needs.
Module 4: Meeting Human Needs™
Master ways to identify and meet every customer’s need for respect, understanding, and individual attention.
Module 5: Managing Difficult Conversations™
Apply new skills to defuse the tension, resolve the issue, and restore the trust of unhappy customers.
Meeting the Challenge of Stellar Service®
This workshop helps individual employees master three important challenges of delivering stellar service. Situational - skills, knowledge, and attitudes that extend from the foundation to enable successful delivery of desired behaviours despite the uniqueness of certain situations.
Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service - by acting as the expert guide.
Module 2: Serving a World of Customers®
Provide respectful service tailored to customer's unique needs: physical ability, language ability, culturally dictated expectations, and familiarity with technology.
Module 3: Teaming Up for Seamless Service®
Provide seamless service to customers by increasing collaboration with fellow employees. Remove barriers to smooth working relationships.
Selling Through Stellar Service®
This workshop provides your employees with a proven needs satisfaction selling process. The training uses language and context appropriate for those who often feel that they're not really salespeople. The skills help organizations to both save money by solving problems better and faster, and to make money through cross-selling and up-selling. Incremental-skills, knowledge and attitudes that all help employees expand customer relationships through selling additional needed products and services.
Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service - by acting as the expert guide.
Module 2: Expanding Customer Relationships™
Expand the customer's business relationship by identifying and satisfying additional customer needs.