Getting customers or clients is important, keeping customers and clients is critical to profitability and growth. Ethical communication is most demonstrated in how we deal with our internal as well as our external customers. TWI has an outstanding customer service program based on the VALUES ethical communication model:
Value-Values yourself, your clients, your company, your products and services
Ask-Ask questions to uncover needs
Listen- Dr Irwin Press of Press-Gainey says that “More lawsuits are caused by anger than injury” Listening is the most important skill in customer service.
Understand-Understand yourself and those with whom you are interacting
Empower-Empower clients to do business with you the way they want to do business
Serve-The most important attitude in customer service is a servant’s attitude
Customer service is more of an attitude than a skill. We start with internal attitudes and issues that effect ethical communication. We believe that you cannot export what you do not possess internally. VALUES Customer Service© helps people determine the proper attitudes, identify skills to build those attitudes, and practice them in a non-threatening, non-judgmental environment.
After completing this course the participants will be able to:
- Identify the image they present and determine what areas they would like to improve
- Anticipate and meet customer needs
- Communicate with courtesy and compassion to not only external customers but to internal customers as well
- Deal more effectively with problems using a simple but effective problem solving formula
- Take ownership of problems and issues
- Understand the importance of what they do and how it effects the bottom line
- Identify non-productive habits and develop a plan to address those issues
- Discover the best practices and how they can internalize them
- Identify their ethical perspective and that of others. Learn how to make ethical decisions
This program has an initial seminar and a series of one hour weekly follow up sessions that has been proven to help participants develop and practice new skills.