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THE LEARNING POINTS

  • Learning Points - The Case for Three Acronyms

    Great customer service originates from company culture. Our in-depth learning points provide comprehensive instruction on internal, interdepartmental, and crisis management customer service.

  • INSIDE Out

    Internal Customer Service – Team Thinking
    Customer Service Intelligence® removes interpersonal dysfunction and increases respect and integrity as team members serve each other.

    Every employee in every company is part of some team or department. Some departments are happy and productive and others aren’t. When they aren’t it’s usually because the individuals that make up the Team don’t have a habit of showing each other the same respect and deference they’d show the company’s paying customers. Using the external customer as a benchmark for the preferred way to treat internal colleagues is just one facet of what’s become known as “Internal Customer Service.” When employees learn to serve each other with respect and compassion, the habit will carry over more genuinely and consistently to external customers.

  • TAG TEAM

    Interdepartmental Customer Service – Systems Thinking
    Customer Service Intelligence® dissolves barriers between departments and strengthens team learning and “systems thinking.”

    Every department in every company is part of a “system.” The working relationship between departments dictates a company’s culture. When departments engage in poor communication and unhealthy competition they build barriers between each other commonly called “Silos.” To breakdown these silos, departments have also been encouraged to see all other departments as “customers.” This respectful practice is a facet of service called “interdepartmental customer service.” When departments are encouraged to explore their place inside the entire company system, they are better able to discover the best ways to serve and work in concert with other departments to improve a company’s culture, its products and services and its bottom line.

  • HOT SEAT

    Crisis Management Customer Service – Solutions Thinking
    Customer Service Intelligence® diminishes reactionary behaviors and increases empathy and compassion when handling difficult service situations.

    The Merriam-Webster definition of the noun ‘crisis’ is:
    "An unstable or crucial time or state of affairs in which a decisive change is impending; especially one with the distinct possibility of a highly undesirable outcome < a financial crisis >."

    By this definition, every “angry customer” situation should be considered a crisis; especially since each unhappy customer tells between 9 -15 people about their experience. Every company will find itself with a customer crisis at some point or another because it’s unclear how customers will react to new products, prices, policies and procedures. However, once a company has angered a customer, it had better manage that crisis with positive, intelligent and timely solutions. Eighty-six percent of consumers will stop doing business with a company because of a bad customer experience. That’s why handling every unresolved customer issue as a crisis, helps avoid unnecessary financial losses.

Community Poll

What training topics do you need most?

Results

What training topics do you need most?

  1. Business Conduct & Ethics: 11.54%
  2. Creativity in the Workplace: 19.23%
  3. Diversity & Tolerance: 13.46%
  4. Leadership: 13.46%
  5. Generations in the Workplace: 15.38%
  6. Time Management: 9.62%
  7. Sexual Harassment: 17.31%

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