The EXCEL Acronym Instilling Service Excellence


In advancing to new levels of customer service commitment, it's helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you, but seeking help and knowing where to find it can improve your service abilities. That's why

E, for "Enlist Help", is the first concept in the EXCEL acronym.

X is for X-Ray questions, developing the skills to "read" your customers by asking the right questions in the right way. It's a great relief to be able to say, "Case Closed" when there's a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots, and in the "C" topic, this course gives you the steps to close off problematic customer issues by anticipating them. ownership of your own personal service philosophy.

The next letter is "E" for EMPOWER YOURSELF, one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking

That brings us to the last letter, "L", which issues a challenge. In "Learn to be Flexible", you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality, and instill a spirit of commitment to service far beyond the workplace norm.


Lesson:
Course Overview|

Lesson Overview| - recognize the benefits of enlisting and offering help.|

Calculating Customer Demands| - integrate the customers' desires for consistency and dependability with your company's ability to deliver it.|

When It's Hard to Ask for Help| - identify sources of help in a customer service environment.|

Taking Aim at Recurring Challenges| - classify the areas where you have consistent challenges.|

Knowing the Best Sources for Help| - construct a list of resources that are available.|

Offering Your Knowledge to Others| - define a process for sharing what you learn from customers with others in the organization.|Lesson Overview| - recognize the value of good questions in handling customer service issues.|

The Truth is Out There| - recognize that customers have the answers if you ask the right questions.|

Avoiding Customer Trigger Points| - use the appropriate questions to avoid putting a customer on the defensive, in a given scenario.|

Silence is Golden| - use active listening skills, in a given scenario.|

Capitalizing on Customer Service| - determine whether to turn a problem resolution into a sales opportunity, based on a given scenario.|Lesson Overview| - recognize the value of anticipating potential customer problems before they occur.|

Clarify Customer Expectations| - apply the techniques to meet the customers' expectations, in a given scenario.|

Checking Your Toolbox| - use essential tools and resources to provide the type of service your customer desires, in a given scenario.|

Communicating Bad News| - effectively deliver bad news to a client, in a given scenario.|

Lesson Overview| - recognize the powerful impact an individual can have on customer service.|

You Be the Judge| - describe how deepened knowledge increases judgment.|

Know Your Boundaries| - define ways to clarify with your managers the level of decision-making you have.|

Developing Rapid Response| - use strategies that would exemplify an effective rapid response system, in a given scenario.|

The Power of Continuous Improvement| - describe ways to be a continuous learner in the "soft skills."|

Lesson Overview| - recognize that flexibility is a powerful concept in achieving customer service excellence.|

Developing A Flexible Mentality| - use the appropriate actions to handle various customer types, in a given scenario.|

The Cycle of Change| - apply the necessary actions to help move through change, in a given scenario.|

The Flexibility Challenge| - create a plan for doing one thing differently each day to practice flexibility.|




http://www.training-classes.com/programs/02/40/24037_the_excel_acronym_instilling_service_excellence.php