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From NetSpeed Leader Volume 27, June 26, 2006
With this newsletter, we’re officially launching Blazing
Service, our new customer service training program.
We’ve had tremendous success helping our
clients develop their leadership talent using blended
training methods. Now we’re using the same
methodology to develop the skills of employees who
serve customers.
The very issues that we address in Blazing Service
are issues that we face in serving our customers
every day. We strive for 100% accuracy, on-time
delivery, and strong customer relationships. Yet
sometimes we miss the mark. We’re human which
means we make errors; we deal with angry
customers on occasion; we’re constantly improving
our delivery systems.
The skills that we develop in Blazing Service are the
very skills that we use daily:
- Adapting to our customers’ styles
- Exceeding customer expectations
- Listening openly to customer requests and
- Responding empathetically to problems
- Solving problems as they arise
- Handling difficult emotions
- Fixing system issues to reduce customer
We both give service to our clients and we receive
service from our suppliers so we are always aware of
the impact of our supplier’s poor (or great!) customer
service on our business. And we’re equally if not
more aware of our impact on our clients and
consultant partners.
Blazing Service is downright practical and at the
same time inspiring, fun, on-the-money, and
extremely effective. Can you tell I’m proud of it?
Email me at cclay@netspeedleadership.com if you
would like to learn more. Or plan to attend our
upcoming web workshop on June 29th or July12th. |
A blended learning program for customer service providers |
