Becoming a Customer Service Star!

By Golden Egg Communications

This is a fun, refreshing look at the basics of customer service and can be customized to your industry and organization. This learning experience will help you examine your attitudes about customers in five critical areas. “Give ‘Em The Pickle & The Power of the Pickle” video clips are used to illustrate these five critical areas as well as to inspire and motivate. You will come away with a good assessment of your strengths and weaknesses, as well as an action plan to specific improvement. “Putting Customers First” simulation can also be used to enhance this learning experience.

Audience: everyone

Time: 3-4 hours

Filed Under: Customer Service Tagged With: , , , , ,

So HELP Me!

By Golden Egg Communications

What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return. “So HELP Me” illustrates realistic customer service problems that can frustrate both customers and employees. This workshop provides solutions for employees and their supervisors to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include:

  • helping customers outside your department,
  • actively listening,
  • treating every customer as your own, and
  • defining customer needs.

“So HELP Me” demonstrates employees giving the kind of service that turns dissatisfied people into loyal customers. As one customer service provider in the video says, “…at the end of the day it makes me feel like I’m doing something useful. Instead of adding to people’s frustrations, I’m actually helping them out.”

Audience: everyone

Time: 3-4 hours

Filed Under: Customer Service Tagged With: , ,

It’s a Dog’s World – Improving Customer Service in Healthcare

By Golden Egg Communications

Patient satisfaction is a rare experience for many people seeking good quality healthcare today. Simple things like friendly faces, accommodating service and smooth-running operations are what counts to most patients. Patients judge your organization based upon how they are treated., as well as on your technical and medical expertise. One of the big keys to delivering patient-endorsed service is the professional development of your staff. They have just as much, if not more impact on patient satisfaction as direct contact with the healthcare provider. But there’s a trick to professional development; you can’t bark at people and tell them they’re doing it all wrong. The best way to reach people and make them receptive to learning is through humor. So, get everyone together for a great learning session that will open all eyes to even the subtlest differences between quality patient service and, well…being treated worse than a dog!

You’ll take a look at a day-in-the-lives of Bob and Max, two patients seen by two very different healthcare organizations. Bob is treated like a dog at his healthcare facility, and Max gets the royal treatment a his vet’s office. In the dog’s world, every nuance of the quality service philosophy is practiced in memorable detail. and, in an unfortunate way, so is the quality of service for his master.

Made exclusively for the healthcare industry, this learning session will relax your audience from the start, then open minds to the serious bottom-line message — patient satisfaction is central to your organizations survival.

Learning Outcomes:

  • the components of good and poor patient service
  • the consequences of poor service
  • how patients judge the quality of healthcare
  • the value of continued quality improvement

Audience: everyone

Time: 3-4 hours

Filed Under: Customer Service Tagged With: , , ,

What About Me? The Basics of Internal Customer Service

By Golden Egg Communications

Do you give those within your organization the same great service as you do your external customers? Maybe not! Evaluate how well you meet the needs of your internal stakeholders and learn more about the behaviors that are effective in improving internal service.

Audience: everyone

Time: 2-3 hours

Filed Under: Customer Service Tagged With: , , ,

What Do You Say?

By Golden Egg Communications

The focus of this learning session is to help front-line employees handle rude, angry, awkward and challenging customer service situations in a friendly and professional manner. This learning session will be really helpful if you hear statements from your customers like:

  • “This is NOT what I ordered!”
  • “Every time I get a bill from you people it is screwed up!”
  • “Someone did it for me the last time I was here, why won’t you?”
  • “I hope you can be more helpful than that idiot in the other department!”

The video brings to life how difficult these customer service situations can be and highlights the magical four words that can improve every difficult customer service situation. Participants have the opportunity to play a card game that will help them practice their improved customer service skills before the learning session is over.

Audience: everyone

Time: 2-3 hours

Filed Under: Customer Service Tagged With: , , , , ,

Improving Customer Service Over the Telephone

By Golden Egg Communications

This learning session is a great refresher or a great beginning course for people who primarily serve customers over the phone and want to improve their skills. A review of telephone “best practices” is where the session starts. There are two video clips that paint a powerful picture about the importance of good customer service over the phone – “Attitude is Everything” and “The Really angry Customer” give each learner the opportunity to see, hear and feel the customer’s experience. Bring your toughest customer service questions and war stories to share and learn from!

Audience: everyone

Time 3-4 hours

Filed Under: Customer Service Tagged With: , , , , ,
Customized by 2 Smart Chix LLC