• Provides a complete system of eight fifty-minute modules, Follow-up Toolkit, Manager Toolkit, service measurement instruments, and employee recognition program.
• Focuses on delighting customers in all situations, including simple interactions, upset customers, unpleasant information, conflict situations, negotiations, group meetings, and selling situations.
• Designed for all external and internal service providers (all employees) to build a common set of service value skills, language, and goals across the entire organization.
• Is easy to deliver by your trainers or managers or by our trainers.

• Uses state-of-the-art accelerated training design with team activities, simulations, skill drills, and interactive video to make learning fast, effective, and exciting.
• Is designed in modules to maximize flexibility, reduce costs, and minimize time away from the job.
• Train four to twenty-four participants at a time to lower training costs and maintain optimal learning.

Includes the GEMTM Award Program

  The GEM employee recognition program is included at no extra cost. Participants receive GEM forms empowering them to reward other employees who Go the Extra Mile.  All detailed implementation guidelines and forms are included.  The program reinforces the training, unleashes the power of giving and receiving recognition for exceeding customer expectations, and build a customer-focused culture.

Participants learn to:

• Delight customers by providing GEMs that Go the Extra Mile.       
• Build rapport through words, voice and behavior.

• Save time and completely resolve customer requests.
• Avoid misunderstandings by checking understanding and customer acceptance
• Build customer satisfaction with clear information that is phrased in terms of the benefit to the customer.

• Avoid dissatisfaction by providing unpleasant information with concern and options for the customer.
• Manage customer expectations.
• Defuse customer emotions through expressing concern, appreciation, respect, and empathy.
• Turn upset customers into delighted customers by providing options and GEMs.
• Sell add-ons by uncovering customer needs, presenting benefits, and closing.  Enhance team meeting using aligning, feedback, and idea-building skills.
• Resolve difficult requests, disagreements, negotiations, collections, and conflicts.
• Project an “I can” attitude, be customer-focused, and develop a customer specialty.

Handle every situation professionally

Plus we provide numerous:

• Telephone techniques, including The Permission Hold, The Gentle Transfer, The One-Source Callback
• Team techniques, including The Celebration, The Huddle, and The SWARM
• Personal improvement techniques, such as Pump Yourself Up!, Image Checklist, and Stress Management
• Selling techniques, including Overcoming Selling Anxiety, Upselling, Cross-Selling, and Questions That Sell
• Techniques to handle challenging situations, such as Complaint Overdrive, When the Customer Really is Wrong, and The Really Big Apology

 Includes professional portfolio!

The Delighting Customers participant materials come in a high-quality, zippered, leatherette portfolio with brass corners, brass three-ring, and numerous pockets.

Benefits to your organization:

 Let us show you how Delighting Customers:

• Empowers all your employees to delight all customers
• Energizes employees to Go the Extra Mile
• Creates a customer-focused culture with common goals, skills, and service attitudes
• Uses accelerated training to create more excitement and learning in less time
• Allows you to choose how to deliver the training – whether in one day, over two or four days, or in eight fifty-minute modules
• Saves you time and resources by training four to twenty-four participants at once
• Provides managers with the skills and techniques to build customer-focused teams
• Positions your training department and service department as strategic resources.