Understanding the Quality Model

What’s the difference between quality customer service and exceptional customer service?  Click the link below to play a 25-minute recording to learn the difference.  

https://sevenslightedges.webex.com/sevenslightedges/ldr.php?AT=pb&SP=MC&rID=103746767&rKey=abe50d5d19e64fdb

If you need assistance, you can contact me at mark@gormanbusinessconsultants.com.

Thank you.

 Mark

Time Management Matrix; $97.00

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.

 7 Slight Edges to Keeping Your Customers; $197.00

In this 63 minute audio and power point presentation the participants will learn the seven seemingly little things they can do to keep the customers you have and grow from the inside out.  Learn how to Ask Affirming Questions, see the Big Picture, practice good Economics, Be of Service and much, much more.

 Effective Communication for Leaders; $197.00

In this 1 hour and 45 minutes audio with power point presentation the participant will gain insights to what makes an employee engaged, how to understand the employees’ competency and maturity level and how use a logical, repeatable communication tool to ensure desired outcomes.

 Leading Service Teams; $197.00

In this 1 hour and 45 minutes audio with power point presentation the participant will gain insights into how to coach and communicate the service message to your customer service providers.  You will be able to paint big pictures for your team so they know they can ‘create a customer’ for their company.  Understand your team members’ maturity level and how to ensure desired, creative outcomes.

 All recordings have unlimited use.

 Mark

Mark@gormanbusinessconsultants.com

 

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Save some money, put your customers to work.

The airlines make their customers do it, gas stations make their customers do it, some grocery stores make you do it, and even restaurants make you do it.  And by ‘it’ I mean, serve yourself.   Self-service is on the rise in almost every service industry; asking customers to pump their own gas, get your own food at the buffet, or perform any other task employees once did can save your company money.  In the airline industry passengers prefer to use check-in kiosks to check themselves in and choose their own seats rather than deal with an airline employee.  But the trick is to make sure this self-service approach improves the customers’ experience. 

 Quality Customer Service vs. Exceptional Customer Service;

In this 25 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  And we will show you how exceptional service may actually hurt your business because it is the necessary evil.

If you would like this free training tool, click and send qualitymodel@gormanbusinessconsultants.com

 Privacy Policy; Your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between you, your company and Gorman Business Consultants.

Time Management Matrix;

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.   

If you would like this free training tool, click and send timematrix@gormanbusinessconsultants.com

Maturity Ladder;

In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity.  From there you will be able to give the best feedback to ‘grow them up’ the ladder.  All leading to a positive, mature, work environment.

If you would like this free training tool, click and send maturityladder@gormanbusinessconsultants.com

 Mark

mark@gormanbusinessconsultants.com

612-308-3065

Dump Exceptional Service

It’s all about Quality Customer Service and here’s why.  I’m not going to spend 300 words telling the difference between Exceptional customer service vs. Quality customer service; to get that you can go to past blogs or past Gorman Nation newsletters at http://www.gormanbusinessconsultants.net/NewsletterList.cfm  What I’m writing about today are the benefits to the company, the employee and to the customer when you practice Quality Customer Service.

Here’s why Quality won’t work.  It won’t work if your team doesn’t like or trust leadership.  It won’t work if your staff doesn’t report back to you if they think they will get blamed.  Quality won’t work if leadership views their team as drones; assigned specific tasks and who should leave the ‘thinking’ the management.  MORE BELOW

 Choose one of these three great training tools. 

Quality Customer Service vs. Exceptional Customer Service;

In this 15 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  And we will show you how exceptional service may actually hurt your business because it is the necessary evil.

If you would like this free training tool, click and send qualitymodel@gormanbusinessconsultants.com

Privacy Policy; your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between your company and Gorman Business Consultants.

Time Management Matrix;

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.   

If you would like this free training tool, click and send timematrix@gormanbusinessconsultants.com

Maturity Ladder;

In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity.  From there you will be able to give the best feedback to ‘grow them up’ the ladder.  All leading to a positive, mature, work environment.

If you would like this free training tool, click and send maturityladder@gormanbusinessconsultants.com

 When companies practice quality customer service the first thing they have to do is communicate and build trust.  When company leadership has a long track record of not listening to their employees, or worse, not following through on their suggestions, building trust can be a real dog fight.  Companies have to make it easy and rewarding for their employees to communicate with leadership, no different than communicating with your customers.

When management opens communication and acts trustworthy the long-term, big picture rewards for everyone are many.  Management builds a relationship of mutual benefits with the workforce.  Managers and workers can make improvement a part of their jobs.  Fear is eliminated for the environment.  Workers make suggestions out of a sense of pride in their work.  Employees are engaged in their work.  Customers sense the positive environment and enjoy doing business with them. 

Exceptional service can be expensive, easily duplicated and not perceived as exceptional by many customers.

Simply put; dump exceptional service and commit to quality service.

Thank you.

Mark

mark@gormanbusinessconsultants.com