The Customer Focus Very Effective Customer Service Training Customer service training created by customer service expert Shep Hyken. Approved trainers deliver customized customer service training projects. |
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Sample Outline of TCF Customer Service Training Workshop
This is an simple example of a typical TCF customer service workshop.
These live workshops are customized for clients who bring the TCF
workshops to their companies. (The online version has a similar outline.)
Feel fee to call us regarding questions about specific content and
customization options. Our focus is on you, and we will deliver a customer
service training workshop that is exactly what your company needs.
Important: The TCF customer service concepts are as important for
internal customers as they are for outside customers.
Session One - Focusing on managing customer interactions.
· Open
· TCF in Action
· Five Levels of Service
· Moments of Truth Concept
· Moments of Truth Count
· Moments of Magic™ Concept
· Moments of Magic™ Activity
· Re-Focus
· Countdown to Session Two
Session Two - Focusing on managing problems and complaints.
· TCF in Action
· Why Should I Do Business With Me?
· Moments of Misery™
· Re-Focus
· Moments of Misery™ Cards
· ProfileMyStyle™
· Countdown to Session Three
Session Three - Focusing on behavioral styles and understanding
how to interact with your customers. Also focusing on a tool for
total quality, service and process improvement.
· TCF in Action
· ProfileMyStyle™: Behavior Style Overview
· ProfileMyStyle™: Identify Behavior Styles
· ProfileMyStyle™: Adapt to Other Styles
· Understanding Internal Service
· Moments of Innovation™
· Re-Focus
· Countdown to Session Four
Session Four - Focusing on several key customer service
strategies as the program concludes.
· TCF in Action
· Creating a Demanding Customer
· Creating a Complaining Customer
· Sustaining a Moments of Magic™ Organization
· Re-Focus
To see a sample of the facilitator guide and workbook for the on-site
training, click here.
NOTE: The content for The Customer Focus On-Line customer service
training program is similar to the above. The order is modified and there
is some additional content added. For more information about the on-
line program click here.
The Customer Focus
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
(314) 692-2200
info@TheCustomerFocus.com
www.TheCustomerFocus.com
The Customer Focus™ website ©2011 Shep Hyken and Shepard Presentations, LLC
Contact Us Customer Service Articles Home Meet Shep Hyken Other Resources Profile My Style Behavioral Style Assessments
Sample Outline Site Map The Customer Focus Options The Customer Focus Pricing What is The Customer Focus
This is an simple example of a typical TCF customer service workshop.
These live workshops are customized for clients who bring the TCF
workshops to their companies. (The online version has a similar outline.)
Feel fee to call us regarding questions about specific content and
customization options. Our focus is on you, and we will deliver a customer
service training workshop that is exactly what your company needs.
Important: The TCF customer service concepts are as important for
internal customers as they are for outside customers.
Session One - Focusing on managing customer interactions.
· Open
· TCF in Action
· Five Levels of Service
· Moments of Truth Concept
· Moments of Truth Count
· Moments of Magic™ Concept
· Moments of Magic™ Activity
· Re-Focus
· Countdown to Session Two
Session Two - Focusing on managing problems and complaints.
· TCF in Action
· Why Should I Do Business With Me?
· Moments of Misery™
· Re-Focus
· Moments of Misery™ Cards
· ProfileMyStyle™
· Countdown to Session Three
Session Three - Focusing on behavioral styles and understanding
how to interact with your customers. Also focusing on a tool for
total quality, service and process improvement.
· TCF in Action
· ProfileMyStyle™: Behavior Style Overview
· ProfileMyStyle™: Identify Behavior Styles
· ProfileMyStyle™: Adapt to Other Styles
· Understanding Internal Service
· Moments of Innovation™
· Re-Focus
· Countdown to Session Four
Session Four - Focusing on several key customer service
strategies as the program concludes.
· TCF in Action
· Creating a Demanding Customer
· Creating a Complaining Customer
· Sustaining a Moments of Magic™ Organization
· Re-Focus
To see a sample of the facilitator guide and workbook for the on-site
training, click here.
NOTE: The content for The Customer Focus On-Line customer service
training program is similar to the above. The order is modified and there
is some additional content added. For more information about the on-
line program click here.
The Customer Focus
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
(314) 692-2200
info@TheCustomerFocus.com
www.TheCustomerFocus.com
The Customer Focus™ website ©2011 Shep Hyken and Shepard Presentations, LLC
Contact Us Customer Service Articles Home Meet Shep Hyken Other Resources Profile My Style Behavioral Style Assessments
Sample Outline Site Map The Customer Focus Options The Customer Focus Pricing What is The Customer Focus
| Customer Service Training Tips and Articles Click here to read Shep Hyken's top customer service training tips and articles. |
| Available as Live/Onsite Training and/or as an Online Course |