Service excellence is no longer a “nice to have.” It’s a competitive necessity. Impact Performance Group offers two customer service solutions that help organizations elevate their levels of service to distinguish themselves competitively and build customer loyalty.
The first offering is High Performance Service Skills. This program begins with an examination of the critical roles that service providers must fulfill to attract and retain loyal customers. The central focus of this program is customer-centric “People” and “Process” skills. People skills enable service providers to defuse negative emotions and manage conversations in a professional, highly collaborative manner. Process skills help service providers thoroughly explore their customers’ needs, requests, or concerns, which allows them to respond with highly targeted, customer-focused solutions.
The second service offering is High Performance Service and Sales. This program teaches service professionals to take highly effective service interactions to the next level—by uncovering opportunities for additional products and services and making additional recommendations that will increase sales and address long-term needs.
In addition to learning the skills essential to effective service interactions, participants will also learn how to identify triggers for additional sales or service offerings, educate customers on potential solutions and alternatives, and gain commitment to meaningful action steps that will result in developing stronger customer relationships.
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