Dimensions of Service - customer service training

Produced

• March 2009

Key Features

5:31-minute DVD training program; part 3 of The Service Impact! customer service training series

Discover how to see all sides of the customer experience – and achieve first-class service!

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In Dimensions of Service, you’ll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time – but satisfaction actually goes down. We see this happen when a customer, Justine, doesn’t receive a call back as promised, and is frustrated that her issue hasn’t been resolved. The service rep Stacy – who is proud of her job and always does what management tells her – counters that she is doing her job: answering phones quickly.

Larry’s superior, Wendy, explains you need to understand all dimensions of service to achieve customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.

Learning Points

• Avoid focusing on single components of service
• Focus on measurable results
• Learn to measure multiple facets of service
• Balance a variety of measurable dimensions for excellent service

Features and Benefits

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 5:31
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment

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