Dazzling Your Customers


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Dazzling Your Customers

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Dazzling Your Customers

  1. 1. Dazzling Your Customers® TrainingEnsuring stellar servicetakes its rightful place at Module Outlinethe forefront of your effortsto achieve business results The Essence of Dazzling (40 minutes) • Participants watch a video that shows a variety of service interactions in which an employee dazzles a customer. • Participants discuss what “dazzling” means and how it is different from providing good service. How to Dazzle (1 hour, 10 minutes) • The facilitator introduces three criteria that must be met in order for an action to be dazzling. • The group analyzes visual examples of “dazzling” actions to determine if they meet the three criteria. • The facilitator introduces three steps for dazzling customers. • Participants watch a video that illustrates the dazzling steps in action. • In pairs, participants practice applying the dazzling steps given three case scenarios. Opportunities to Dazzle (1 hour, 30 minutes) • The group reviews four common challenging service interactions. • In groups, participants prepare a “news story” that presents an example of taking a dazzling action in a challenging situation from their work environments, focusing on tips appropriate for the type of challenging situation. Developing the 21st century workforce TM
  2. 2. • The group reviews five common and routine service Duration: 4 hours interactions. Maximum group size: 15 participants• In groups, participants brainstorm actions they can take to dazzle customers in their own work Process environments during routine interactions. Participants will complete a variety of individual and• The groups share their lists. group activities, skills practices, video segments, and• The group discusses how to balance the needs of large group discussions that explore the following: the customer and organization when deciding on • Dazzling Criteria taking action to dazzle customers. • Three dazzling stepsAction Planning (15 minutes) 1. Spot an opportunity to dazzle.• Participants make a commitment to dazzle cus- 2. Consider the possibilities. tomers by setting goals and creating an action plan. 3. Offer the dazzling action. • Dazzling in challenging situationsAudienceAll employees • Dazzling in routine situations • Action planningPurposeTo enhance the ability of employees to make customers Components availablefeel special and valued, thereby creating experiences so • Facilitator kit (guide, video, wallcharts, activitysurprisingly positive and memorable that customers will support materials)tell others about them, and will want to sustain andbuild their relationships with the organization • Participant workbook with personal action plan and removable job aidsPayoff • Level 1 perception assessment (asynchronous PDFParticipants will learn to: and hardcopy)• Define dazzling service. • Level 2 mastery test (asynchronous PDF, hardcopy,• Explain how dazzling service contributes to and Web) customer loyalty. • Level 3 behavioral assessment (asynchronous PDF,• Recognize opportunities to deliver dazzling service hardcopy, and Web) in challenging and routine interactions. • Follow-Up Skills Practice (synchronous PDF)• Generate a variety of options for delivering dazzling • Multiple Manager-led Application Sessions service to their customers. (synchronous PDF)• Select dazzling actions that are appropriate and • Multiple reinforcement messages (asynchronous meaningful to individual customers. PDF and hardcopy)• Offer dazzling actions in a way that builds rapport and creates positive defining moments . World Headquarters 8875 Hidden River Parkway, Suite 400 Tampa, Florida 33637 USA Toll Free: 800.456.9390 www.achieveglobal.com © 2010 AchieveGlobal, Inc. No. M01340 v1.0 (08/2010)