The Magnetic Customer Service System™ is comprised of three ½ day sessions and uses the Magnet as a Metaphor to illustrate an exceptional way to provide customer service. It is an interactive, insightful, and fun way to “Magnetize” your customers.  We will engage team members and leaders reviewing customer service issues directly related to your work environment and the situations that they will likely encounter. 

Session 1: Productive Conflict

Workplace conflict is inevitable. It’s tempting to avoid these uncomfortable situations altogether, but there’s a much more effective solution!

With Everything DiSC® Productive Conflict assessment, learners will discover how to curb destructive behaviors so that conflict can become more productive. This is not your average conflict resolution program. Everything DiSC Productive Conflict offers highly personalized content that helps learners increase self-awareness around conflict behaviors and effectively respond to conflict situations, which ultimately improves workplace results and customer service. 

Understanding your Customers:

• Explore the destructive and productive conflict behaviors of each DiSC® style
• Understand how to manage your response to conflict situations
• Discover communication strategies when engaging in productive conflict with colleagues and customers

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Session 2: Magnetic Customer Service & Creating Service Excellence

Customer Service Force 1:  Positive Charges

• Why Magnetic Customer Service?
• What is Magnetic Customer Service?
• Organizational Customer Service Priorities
• Thoughts about Service
• Service Rules

 Customer Service Force 2:  Show Understanding

• Understanding Customer Service Perception
• Diversity Awareness and Challenges
• Who are your Customers and what do they value?

 Customer Service Force 3:  Apply Magnetism

• Organizational Service Principles and Standards
• Creating Service Excellence

 Customer Service Force 4:  Create Magnetic Moments

• What is the attraction
• Customer Service vs. Customer Experience
• Personal Action Plan

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Session 3: Putting Magnetic Service Excellence into Action

Customer Service Force 5:  Putting Magnetic Customer Service to Work

• Self Assessment
• Moments of Truth
• Magnetic Customer Service Cycle
• Best Practices 

 Customer Service Force 6:  Magnetizing Customer Service Dilemmas

• Bad News Sells
• Learning from the Customers
• Resolving Dilemmas
• Opportunities to Re-Attract
• Magnetizing the Customer

Customer Service Force 7:  Creating a Super Magnetic Team

• Using Kaizen in Service
• Magnetic Customer Service Innovators
• Magnetic Teamwork

Keeping Magnetic Customer Service Charged

• Personal Action Plan

If you want to improve the customer service culture in your workplace contact us at info@keldarleadership.com and we can get started designing the best approach!