Quality Service

Explore how excellent customer service is achievable for every organization

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

What You Will Learn:

  • Adapt time-tested Kvell business insights to assess and improve your organization.
  • Determine how you can differentiate your service to become a provider of choice.
  • Design quality service standards to create a consistent service experience.
  • Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
  • Understand the processes necessary to develop a culture that consistently delivers exceptional service.
  • Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.

Who Should Attend

Kvell insights and illustrations are beneficial to any leader or employee interested in learning how to improve the customer experience and raise the standards of quality service in their organization.

Course Details

The gradual decline of customer service over recent years has created an exciting opportunity to provide service that is beyond customer expectations. Creating an emotional connection to customers can translate into financial results, but to create this connection your guest service standards must be cultivated. In this course you will learn, how intentional actions play an important role in establishing customer service excellence through understanding the customer experience, breaking widely held stereotypes, and identifying service pitfalls.

Service happens every time a customer is touched by your organization. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect, and the business impact of these actions. You will learn the principles that develop common purpose, a deep understanding of your customers’ expectations, and understanding their economic impact. Through activities and experiences, you will uncover the quality standards you need to drive discussion within your organization to design a strategy for service excellence.

Exceptional service is not just about the employees delivering the service. It is important to understand how aligning your employees, your physical place, and your company processes make the difference in how service is received by your customers. You will develop an understanding of the intersection of people, place, and process and how these aspects contribute to the consistent delivery of exceptional service.

All businesses encounter service failures. While it is always the goal to meet our customers’ expectations, at times this may not happen. Recognizing the importance of mending the relationship with the customer by recovering after a service failure is a critical process at Kvell. You will discover how to really listen to Guests and what proactive steps we take to prevent future service failures.