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Customer Service

ServiceMatters℠ Peer to Peer Series

Revised and Updated! Learn From Six Service Superstars
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We surveyed hundreds of organizations and asked them to nominate their highest-performing service providers. After months of interviews and evaluations, we culled our group into this panel of six superstars.

These customer service pros were invited to discuss their personal strategies on topics such as service-based cultures, satisfying customers, and what drives them to be excellent customer service representatives. The results were gold. This popular customer service course will educate your employees about crucial service mentalities and concepts.

Revised and updated, this series features authentic participant voices paired with AI-generated avatars.

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ServiceMatters℠ Peer to Peer Series

Here’s what your team will learn:

1

Introduction – Meet our superstars

Let’s meet our six service superstars. What influences were important to them? Which personal aspirations, characteristics and traits drive them to be recognized as high achievers in the service business?

2

Is excellent customer service natural or learned?

It seems like some people are “naturals” in the area of customer service, but the skills needed to deliver exceptional service can be learned by anyone. Our team will discuss this “nature or nurture” debate.

3

What motivates you to be a customer service superstar?

What motivates you to excel at your job? There may be incentives such as promotions, accolades and the satisfaction of gaining repeat business from customers. Being competitive gives you an edge, but so does the sincere desire to help people. Great customer service is all about the desire to assist others and is a reflection on the way you choose to live your life.

4

Why is taking ownership important for excellent customer service?

Taking ownership means making a personal commitment to help find a resolution to a customer issue and acting as if you personally owned the business. This course also touches on the importance of following through and acting with integrity.

5

How do you build rapport and demonstrate you care?

Every customer is an individual, and you should take this into consideration when relating to them and building rapport. Rapport building means establishing a strong connection with your customer that isn’t necessarily business related.

6

How do you handle bad days?

It’s not the customer’s concern if you’re having a bad day. This course emphasizes the importance of using humor and treating each interaction as if it’s the only time that customer will ever interact with your organization.

7

Is the customer always right?

The customer is always right – in their own mind. It’s not in anyone’s best interest to tell a customer that they’re wrong.

8

What advice would you offer to a new team member?

This course covers practical advice these service superstars would give to new members of the team who are just starting out. It provides ideas to help the new employee – or perhaps even seasoned ones – get started on the right foot in customer service.

9

What traits would you look for in your replacement?

After you’ve been in your position for a while and you’ve experienced a variety of customer situations, you’ll probably be in a great position to describe the traits and skills that you would look for in a person who would be replacing you. Our team of superstars does just that in this course.

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