The Service Difference is a brand new customer service product system that reflects the best of everything AchieveGlobal has learned in the past 25 years about improving service. The Service Difference goes far beyond the classroom door by including electronic and paper-based assessment, measurement and reinforcement; management support; and consulting tools and services. 

Participants return to their jobs not only committed to helping you achieve business results, but also equipped with the skills and strategies necessary to follow through on that commitment. You'll see an immediate, positive and lasting difference in your efforts to:

• Improve customer loyalty and enhance customer satisfaction

• Differentiate yourself in a highly competitive market

• Reduce transaction time and increase productivity 

• Manage customer experiences with efficiency and care

• Improve service provider moral and commitment 

Module Highlights:
Reaching for Stellar Service
To provide the type of exceptional service that creates true customer loyalty, service providers need not only robust interpersonal skills, but also a positive can-do attitude, an understanding of the larger organizational context they work in and a commitment to making excellence their everyday service standard. Participants will explore how customers define stellar service, the challenges of delivering such service and how it adds value to every interaction.

Connecting With Customers
Providing stellar service isn't just about business, it's also about people-and the ability to connect with each customer on a human level. Not even the most timely, accurate, thorough service will win customer loyalty unless they also feel recognized and valued as unique individuals. The service provider's ability to communicate these feelings is at the core of stellar service. Participants will learn when and how to make a human connection with each customer.

Guiding Customer Conversations 
On any given day, service providers must be prepared to handle a wide range of customer interactions: simple to complex, clear to confusing, informational to emotional. It's the service provider's job to ensure each transaction reaches a purposeful and satisfactory conclusion, and that the customer feels well treated and cared for. Participants will learn how to guide customer conversations from beginning to end, tie up loose ends and conclude on a productive, upbeat note.

Healing the Customer Relationship
Serving customers who are frustrated or angry is a challenge for both new and experienced service providers. Working with a customer who has had a bad experience demands extraordinary patience and tact. Research shows, however, that the effort can not only restore that customer's loyalty, but it also can create an even stronger relationship. Participants will learn how to turn things around after a service breakdown and make goodwill gestures to encourage customer returns.

Serving a World of Customers 
In a world of stellar service, there's no room for a one-size -fits-all approach. Each customer is different and deserves to be treated with his or her unique differences clearly in mind. Four key differences that can affect a customer's service needs are physical ability, language ability, culturally dictated expectations and familiarity with technology. Participants will learn how to understand the importance of providing helpful, sensitive service to all customers-whatever their differences happen to be.

Meeting Unspoken Customer Needs
One of the most effective ways a service provider can delight customers and create long-term loyalty is to uncover and meet unspoken, but very real, customer needs-needs that customers never knew they had or never even considered raising. Service providers need both the conceptual background and the skills required to meet unspoken needs creatively and cost- effectively. Participants will learn five categories of cues that indicate unspoken needs and four criteria for effectively meeting those needs.

Resolving Issues That Impact the Customer
Disagreements among service providers can threaten the quality of service customers receive. In today's flatter, more collaborative workplace, a supervisor may not always be available to step in and resolve matters. Participants will learn to resolve disagreements and remove barriers to make working relationships more smooth and productive.