STAR SERVICE

Building Positive and Memorable Customer Service Experiences!

The customers’ experience with your organization is everything. To your customer, it represents your entire organization. Research shows that while some customer experiences are negative and memorable for the wrong reason, the majority of customer experiences with your organization are “neutral” and highly forgettable. Neither “negative” nor “neutral” experiences help your organization develop the kind of long-term customer relationships you need to be successful. It is the positive experiences that are important!

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Peter Drucker

As an organization, your goal is to achieve as many Positive Memorable Experiences as possible. When you are able to provide this experience, it is good for retaining customers, it is good for potentially growing business relationships, and it is good for potentially motivating customers to refer others to you, which can grow your business. This program was designed for anyone who has internal and external customer contact.

What Makes STAR Service Different?

Enables service providers to use the process and skills to consistently create Positive Memorable Experiences for your customers.
Provides your customer service providers with the focus and strategy they need to reaffirm relationships with customers, which, when done well, will increase retention, expand customer relationships, and drive customer referrals to increased levels.

The STAR Service Process

S: Sync-up with the customer
T: Target to determine customer needs
A: Assist to meet the customer’s needs
R: Reaffirm assistance and the relationship

With STAR Service your personnel can expect to:

Increase consistency in creating Positive Memorable Customer Service Experiences for your customers.

• Increase customer retention.
• Expand business relationships.
• Drive an increase in customer referrals.
  

Program Description

STAR Service is a new, powerful, half-day online customer service training program designed to address the opportunity to improve customer experiences. Your service employees will learn the process and skills they need to provide customers with Positive Memorable Experiences. The clear, practical, four-step STAR Service Process, coupled with the communication skills taught in the workshop, help your employees not only to transform negative and neutral customer experiences to positive and memorable transactions but also to reaffirm and enhance long-term relationships – the foundation of business success.

Objectives:

• Effectively integrate the expectations of your customers, organization, and yourself into your performance as a service professional.
• Successfully apply each of the essential communication skills in your role as a service professional: listening, questioning, paraphrasing, and explaining.
• Consistently employ the STAR Service Process with empathy to regularly achieve Positive Memorable Experiences.
  

Participant Workbook

This workbook serves as a learner’s companion to the online program. Though not required, the workbook provides the learner with more information to be learned and exercises to reinforce and transfer that learning. It also includes job aids and resources. One book is required for each participant. The workbook was designed for use with the classroom version of this course and does not correspond directly to the online course – it is, however, a valuable resource for practice of the skills and for reinforcement and is highly recommended.

Training Support

Support for Facilitators and Trainers is also available by email, teleseminars, or webinars. If you have questions or would like more information, please contact us

All online courses are offered on a 12 month subscription basis.

To Purchase

Star Service is a 4 hour Online Course

US $30

Star Service Online Course Plus Participant Manual

US $47