Relationship Service Skills

“I found the elements of creating partnerships as well as learning about the Connection Model very useful. I learned skills that will enable me to deepen my relationships with both customers and colleagues and take those relationships to the next level.”
Manager | Retirement Services | JP Morgan

“I was always told to treat everyone the same way. This program has taught me that I’ll get a lot farther treating each customer and colleague as a unique individual. I like the idea of varying the treatment. Know the basics, and then adjust accordingly. That’s going to make my job a lot more interesting!”
CSR | CSBU | Southern California Edison

Description:

All customers and colleagues are important. Typically, they all deserve the best possible service. That does not necessarily mean however, that everyone wants to be treated the same way. One person’s definition of great service may vary significantly from someone else’s definition.

This creates a challenge for the customer service professional. How do you deliver great service on a consistent basis when each customer and/or colleague has a different set of expectations?

Partnering with Customers and Colleagues provides individuals with skills and strategies that will enable them to be flexible during each interaction in order to provide great service to all customers and colleagues.

Program Objectives:

Establish a business partnership with each customer and colleague.
Respond to peoples’ individual expectations.

Workshop Outline:

I. Module One: Business Partnerships

Demonstrate the Connection Model
Know the benefits of creating partnerships with customers and colleagues

II. Module Two: Advancing the Relationship

Use strategies designed to meet individual expectations and ensure an ongoing relationship

Target Audience:

Front line to Executive level customer service professionals

To speak with an LSA Expert to learn about the customer service training – relationship service skills program customization and delivery options for your company, please contact us.

Related Information

I want to personally thank you. The effective presentations skills and leadership coaching exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways. We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations. Thank you.

Hinda Chalew
Vice President of Marketing

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development