Contact

Bruce@InsightfulService.com

Speaker / Specialized Training Facilitator

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© 2019 Insightful Service, LLC / Chicago / 847-708-6425

Presentations, Lectures, and Workshop/Training Topics

(Suggested Samples)

 

  • Three hurdles to implementing a successful customer service program and how to overcome them.

    

 

  • Take the Quiz. Why these red flags are signals that your team needs customer service training. Yikes, embarrassing.

                              

 

  • Lip Service vs. Taking Action:  How words matter in your mission statement.

         

 

  • Standards, Standards Testing,  & Standard Operating Procedures - They mean NOTHING…

         

 

  • It’s the Culture, Stupid!

          

  • “Sir, YOUR CREDIT CARD IS DECLINED! “ Do You Know What Your Employees are REALLY saying to the customers?

        

  • The Secret Revealed. The Difference Between Good, Excellent, and Exceptional Service.

          

          

  

 

 

                             

Team Workshop Topics & Review

Successful Facilitating Begins With a POA

Plan of Action

                                                                    

  • ​We secret shop your business including staff helpfulness & knowledge

  • We meet with owners to review the secret shop including an informal SWOT analysis that is based upon the shop. (strengths, weaknesses, opportunities, threats)

 

  • Using your S.O.P.'s (standard operating procedures), a secret quality assurance audit (second secret shop) is completed and given a baseline score. (if sop's are not available, we use a standardized Insightful Service SOP)

  • A general outline of the workshop is sent to you for review & approval as well as our requirements for success.

  • With training completed, we discuss strategies with the management team to insure your team begins using and continues to use that high degree of performance and customer service skills. 

          *Optional return visit to conduct a secret audit is available

  • Phone Etiquette                   

  • The 5/10 rule

  • Acknowledging Customers

  • The Sale After the Sale (following-up)

 

Other Topics Include

(but not limited to)

  • How your team defines mediocre to excellent service and, how do we raise that definition to exceptional?

  • How your team believes your business is different from your competitors

  • Building Relationships & Brand Loyalty
  • Why a customer would visit and buy from your business before considering your competition.

  • Why will customers continue to be loyal to you?

  • KPI: How to conquer this love/hate game using six sigma methodology

(key performance indicators)

  • Why will they refer business to you?

  • Why will they write a favorable review on-line?

  • Why will customers write an unfavorable review? Is it lack of standard operating procedure, lack of employees being held accountable, poor management oversight, short staffed, apathy, etc? 

  • More topics are being drafted on an ongoing basis

*Number of topics covered will depend on how many hours booked. No subject will be shortened to accommodate time constraints.

 

 

 

 

Insightful Service

digs down to the very root cause of what is happening in your

business environment that reflects poorly to the customer's feelings

and experience. We take active steps with your team to correct the cause.

  • Shaking Hands Properly
  • Cultures & Customs awareness
  • Greeting Customers

**Projects are accepted from business owners who are completely committed to setting their business standards apart from the competition.

Insightful Service.
Passionately Inspiring You to Exceptional