Wilson Learning Ireland Customer Service

    “Signature Customer Service”



The Signature Service: The Key to Customer Satisfaction™ programme is a set of eight, two-hour modules designed to enable the customer service provider to create ways to deal with individual customers in the most appropriate manner for a specific situation.

    Who is Signature Service For?

Signature Service is for anybody who provides service to the internal and external customers of an organisation.

Signature Service is generally aimed at people with six months to five years of customer service experience or those with ample experience, but little formal training.

Signature Service can serve as a review or reinforcement for those customer service providers who have had five plus years of experience.

The programme gives customer service providers the information, skills, and approaches necessary to improve job performance, as well as expand their abilities to assure and confirm customer satisfaction, thereby increasing their opportunities for personal and customer satisfaction.

The programme modules are:

1.            Discovering the Opportunities in Customer Satisfaction

2.            Managing Myself

3.            Opening the Interaction

4.            Determining Needs and Expectations

5.            Managing the Interaction

6.            Satisfying Customers in Comfortable and Indecisive Conditions

7.            Satisfying Customers in Insistent and Irate Conditions

8.            Signing Your Name to the Interaction

Structure and Sequence

This programme has been modularised for ease of implementation. It offers the opportunity to implement the programme in stages, as well as in one package, providing an alternative approach to implementation for those companies who prefer to deliver training in smaller chunks. This is particularly beneficial for those companies who cannot remove service providers off the job for long periods of time.

Programme Outcomes

After completing the programme, participants will:

Gain a new perspective on the value of providing personalised customer service.

Learn self-management skills that will help reduce their level of stress and frustration.

Acquire a library of skills to effectively interact with different types of customers, thereby creating their own personal brand of service.

Have an opportunity to practice an approach to customer satisfaction in a supportive context.

Develop a strategy for overcoming perceived barriers to using customer satisfaction skills.

	*Signature Service* is for anybody who provides service to the internal and external customers of an organisation.
	*Signature Service* is generally aimed at people with six months to five years of customer service experience or those with ample experience, but little formal training.
	Signature Service can serve as a review or reinforcement for those customer service providers who have had five plus years of experience.
	The programme gives customer service providers the information, skills, and approaches necessary to improve job performance, as well as expand their abilities to assure and confirm customer satisfaction, thereby increasing their opportunities for personal and customer satisfaction.

	*Gain a new perspective on the value of providing personalised customer service.*
	*Learn self-management skills that will help reduce their level of stress and frustration.*
	*Acquire a library of skills to effectively interact with different types of customers, thereby creating their own personal brand of service.*
	*Have an opportunity to practice an approach to customer satisfaction in a supportive context.*
	*Develop a strategy for overcoming perceived barriers to using customer satisfaction skills.*