Customer Service

Creating a culture of service

TKFay’s Creating a Culture of Service program gives participants the working knowledge they need to provide quality service for both internal and external customers. Participants acquire skills and techniques that increase their effectiveness when interacting with customers and enable them to maintain strong, ongoing relationships.

This customizable series includes four three-hour sessions—one for the organization’s management team, one for managers, one for front-line employees, and one for everyone. We also offer a fifth, optional workshop on Handling Difficult & Demanding Customers. In all of these sessions, we emphasize developing the interpersonal communication skills needed to build rapport with customers.

These workshops are interactive, balancing lectures with individual and group exercises that allow participants to practice their new skills using real-life situations.

Defining the Organization’s Vision & Mission (for management team)

for your management team

Building a culture of service begins with a solid understanding and knowledge of the organization’s vision, mission, and values. We will guide your management team in developing a vision, mission and values—which will become the guide and basis for every employee’s actions and service mentality. Or, if you’ve already crafted these important statements, we’ll counsel your management team on using them to define a culture of service for your organization. The objective: going forward, your mission and vision will be the unifying thread between every customer service goal, every service standard for employees, and every customer service principle your people uphold.

Building & Maintaining Relationships (for everyone)

for everyone

In this session, participants at all levels of the organization will learn why building relationships—both internally and externally—is critical to developing a culture of service. They will explore different behavioral styles, learn to identify those styles in action, and develop techniques for working effectively with the various styles. Through group exercises, participants will learn to recognize customer/employee expectations, experience working with other styles, and practice adapting their own style to foster a productive working relationship. Throughout the session, we will focus on achieving TRUE results when working within a culture of service.

Leading a Culture of Service (for managers)

for managers

This session emphasizes techniques that help managers lead effectively in a culture of service. Participants will learn how strong interpersonal skills improve communication with employees and maximize TRUE results for the organization. They will learn to set customer service goals, standards and expectations that support your organization’s mission. We will discuss principles of coaching to develop people, including various ways to improve and reinforce good performance as well as steps to address ineffective performance. Drawing on real workplace situations, participants will also learn how to approach conflict within a service culture.

Communicating in a Culture of Service (for front-line employees)

for front-line employees

In this workshop, participants will define the expectations and criteria for professional behavior within your culture of service—reflecting your organization’s mission and values. Participants will establish performance standards for working in a culture of service. They will learn the steps involved in providing “relationship” service skills. The session will emphasize several techniques for achieving TRUE results by building and maintaining relationships:

How to communicate to get results
How to work with difficult customers and situations to salvage a relationship,
The difference between constructive and destructive communications
The elements of active listening

Participants will have time to practice these skills through team activities, hands-on exercises and role-plays, using real situations.

Optional: Handling Difficult & Demanding Customers (for everyone)

for everyone

Handling Difficult & Demanding Customers is a valuable supplement to the Creating a Culture of Service program. This in-depth workshop prepares participants to provide quality customer service regardless of the situation. This single, two-hour session focuses on developing the interpersonal communication skills required to perform effectively in pressure situations. Through a combination of interactive presentation and individual and group exercises, participants get to practice new skills using real-life situations. We will:

Discuss challenging customer situations from participants’ own experience
Review the components of providing good service
Learn guidelines for working with difficult customers
Practice a five-step process for working with demanding customers

By the end of the workshop, participants will have the knowledge and skills to handle difficult and demanding customers.

Facilitation

Creating a Culture of Service workshop participants receive a workbook used throughout the program.
Principles and skills are presented in an interactive lecture format.
Small group exercises help reinforce and demonstrate the material.
Participants practice new skills using real workplace situations.

Customization

The Creating a Culture of Service program and its elements can be adapted to meet the specific needs of any organization. The process starts with a needs analysis. TKFay then tailors the program so participants develop an understanding of the company’s mission statement and management policies. We also recommend a pilot program with senior management, to ensure that all the necessary components are in place before introducing concepts and standards to trainees.

Pricing depends on the amount of customization. Travel expenses, the needs analysis, and the pilot program are not included in this pricing.

Assessment Tools

All TKFay Management Development programs use the DiSC^® behavior assessment tools by Inscape Publishing. Participants are responsible for taking a short, online self-assessment before the workshop. At the workshop, each participant receives a detailed report of results.

This personalized feedback helps participants understand the strengths and challenges of their behavioral style, as well as how and why other people may have different but equally valid preferences. Discussions of results are tailored to fit the subject matter of the specific workshop.

Creating a culture of service

Facilitation

Customization

Assessment Tools

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