Service in Action

To Keep Your Customer, Think Like Your Customer

If you're not consistently serving your customers' needs...your competitors will. TLG's Service in Action solutions teach service providers how to think like their customers, anticipate needs and deliver a consistent brand of service.

What if everyone in your organization:

• Consistently listened to customers and met their needs on the first try?
• Understood their role in the service chain and how their actions impacted customers?
• Asked for customer feedback and used it to improve processes, products and services?
• Took personal accountability for internal and external customer satisfaction?

Make customer service your competitive edge...

Why TLG’s Service In Action?

TLG's Service in Action programs build skills in the essential customer service basics in a fun, interactive environment. Participants consistently tell us that they apply our training at work – and in their personal lives.

Topics include:

• Q.U.A.L.I.T.Y. service skills for everyday interactions with external customers and coworkers.
• P.H.O.N.E. tips for creating a positive phone impression, diagnosing caller needs and "owning" the call.
• H.E.A.R.T. steps for diffusing emotional situations, empathizing and addressing customers' personal and business needs.
• The Three C's for communicating professionally in business e-mail and online.

What We Offer

The Loyalty Group's Service in Action programs are designed to build a customer service culture, in which customers are the center of everything managers and employees do.

We provide:

• Customer Service Values work sessions to define your service brand in behavioral terms.
• Company training for customer service teams or cross-functional groups.
• Selling for Non-Salespeople training for service people whose jobs include cross-selling, up-selling or retaining customers.
• Customer service consulting, selection systems, coaching and strategy.

Service in Action Training – Create a Customer-Driven Service Culture

Audience: Anyone who provides internal or external customer service and their managers.
Length: Ranges from 1 to 2 days.

Program Topics Include:

Your role in the service chain, What your customers want, Q.U.A.L.I.T.Y. service skills, H.E.A.R.T. skills for diffusing emotional situations, P.H.O.N.E. tips and the Three C’s of service online, Service to sell (up-selling, cross-selling and customer retention for non-salespeople).

Service in Action Products and Services Include:

• thinktwice^® Service Cards (available 6/2006): “pocket coach” with quick tips
• thinktwice^® Service Posters (available 6/2006)

Note: All solutions, products and services can be customized. Strategic planning, Coaching and Webinars are available for each area above.

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