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Team-Based Service: Establishing a Consistent and Positive Team Image

Learn a quality and effective team-based approach to better serve your customers.

"A rising tide raises all ships." This quote from John F. Kennedy exemplifies the power of great teamwork. When a team serves its customers rather than the individuals on the team, the customer's experience with the organization is enriched. Today, teamwork is the single greatest advantage any organization can have in this complex and ever-changing environment, making teamwork more vital than almost any time in history. In this topic Gregg illustrates the how as well as the why a team-based approach to customer service will wow your customers. Understanding that today's changing business landscape, along with rapidly changing technology, it is next to impossible to stay on top of everything for every customer. When a customer reaches out, you may view their insignificant problem as minor and be tempted to treat it as such. Regardless of how minor it may appear to you, in their eyes, it is enormous, and every team member's approach should always reflect that. Many organizations have adopted a tiered service model for their customers. While, on the surface, this might appear to work effectively for some, many customers find themselves bouncing from person to person without any satisfactory solution to their issue, resulting in frustration, dissatisfaction, and a negative image of the organization. With Gregg's team-based approach the customer is satisfied more quickly, effectively, and efficiently, ultimately providing them a wow experience.

Runtime: 58 minutes
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

How to Get out of Your Comfort Zone to Better Serve as a Team Member

Defining What an Effective Team Looks Like and How It Helps to Wow the Customer

A Dual Barometer System to Discover Different Behavioral Styles of Customers

  • How to Adapt to the Style of Each Customer

Identifying the Four Places a Customer Develops Their Expectations

  • Determining What Each Customer's Expectation Is and How to Manage It
  • The Six Things to Wow Your Customer
  1. W.A.R.M. to Serve the Customer
    • The Acronym S.W.A.R.M. is a Systemized Process to Help Serve the Customer
    • While Not Every Customer Will Need a S.W.A.R.M., by Utilizing the Process Helps Everyone Identify Those Who Do and How to Work Through the Process
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on April 22, 2020.

Call 1-866-352-9540 for further credit information.

MP3 Download

No credit available.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Gregg Gregory, CSP

Gregg Gregory, CSP

Teams Rock

  • Founder and owner of Teams Rock!
  • Our business emphasizes all aspects of teamwork, leadership, and organizational culture and how they impact the customer experience
  • Conducts both in-person and virtual presentations on teamwork, leadership, organizational culture, and the customer experience
  • Author of the book “ONE Team – ONE Dream” available on Amazon
  • Certified speaking professional
  • Member of the National Speaker’s Association and the local Washington, D.C. chapter, where he has served on the board of directors, including president in 2015
  • Can be contacted at 301-564-0908, [email protected] or on LinkedIn www.LinkedIn.com/Teamsrock
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Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 405116
Published 2020
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