Leadership Institute
Customer Service Providers and Their Managers
The sobering reality: The average company loses up to half of its customers every year. Often the loss isn’t for lack of effort. Many companies try to keep customers satisfied by initiating three-month, six-month, or year-long efforts to make the organization customer focused. While these quick fixes might help temporarily, they don’t make service the integral, inseparable part of the company culture that it has to be to keep customers satisfied and coming back.
With Service Plus® and its various management support components, DDI offers a top-down, organizationwide approach to creating satisfied, loyal customers. These programs let you build a total service culture, in which service providers know how to give truly exceptional service and leaders are committed to putting customer needs at the center of decisions around systems, processes, and behaviors.
Advantages
DDI’s customer service programs are:
- Comprehensive to cover all aspects of building a service-focused environment, from senior management sessions that guide culture change to training both leaders and frontline employees on the “whats, hows, and whys” of exceptional service.
- Highly flexible so you can customize any program component to your organization’s unique needs. You also can choose how and when you want people to learn and the length of training sessions.
- Tried and tested all over the world in a wide range of industries and organizations.
- Completely integratable with other DDI products and services, because all are competency based. That means you can hire, promote, develop, and manage people against consistent criteria that are critical to their jobs and your organization.
Customer Service Programs