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Accelerating Organizational Effectiveness with Signature Service

Business Challenges Solved with This Course

Ensure Customer Satisfaction

Service providers gain the skills necessary to ensure customer satisfaction.

Recognize Four Distinct Customer Conditions

Service providers learn the 4 distinct customer conditions and learn specific approaches for successfully responding to each one.

Effectively Manage the Interaction

Service providers learn how to protect the relationship.

Delivery Options

Face-to-Face Workshops

Virtual Workshops

Signature Service

Businesses in every sector are experiencing increased competition as new, diverse players enter the market. When consumers have more choices, they perceive fewer differences among companies that provide similar services. Switching suppliers is easy, and customers can demand a higher level of service. To remain competitive, your business can’t afford anything less than the highest level of customer satisfaction. This means ensuring that customer contact personnel have the tools and skills they need to deliver the highest possible level of customer satisfaction.

What You Can Expect From This Course

Researched and developed by Wilson Learning, Signature Service is a practical, results-oriented program that helps service providers at all levels develop and apply the skills necessary to ensure customer satisfaction. Signature Service recognizes four distinct customer conditions and provides specific approaches for successfully responding to each one. Service providers bring customers to a satisfied level, then confirm customer satisfaction. During this workshop, participants will focus on the following key learnings:

Discovering the Opportunities in Customer Satisfaction

How to explain the value of customer satisfaction for the organization, customer, and service provider.

Managing Myself

How to apply a three-part approach to self-management.

Opening the Interaction

How to identify customer conditions and respond appropriately.

Determining Needs and Expectations

How to use listening, questioning, and empathy skills.

Managing the Interaction

How to present clear explanations and protect the relationship with the customer while adhering to the company’s policies and procedures.

Satisfying Customers in the Comfortable and Indecisive Conditions

How to work with customers in positive to neutral customer conditions.

Satisfying Customers in the Insistent and Irate Conditions

How to work with potentially negative and emotionally charged customer situations.

Signature Service is a two day program that features various performance application, reinforcement, and support tools. These additional learning components—pre-work, participant guide, application exercises, job aid cards, implementation guides, electronic reinforcement tools and performance checklists allow participants to fine-tune and apply new skills and behaviors on the job. After the workshop, Our Learning That Never Stops approach ensures skills learned in Signature Service will be transferred to day-to-day work practices with our extended learning follow-up for self-paced reinforcement.

Involving sales managers early on, and training them to coach for interpersonal versatility, is also fundamental to successful VSP implementation.

NuVue works with your team to identify your business needs to ensure the delivery of the program targets your business challenges and objectives. Program content can be customized based on your business model.

At the end of the workshop, participants are able to:

  • Articulate their role, as well as the risks and potential opportunities, in the Zone of Indifference.
  • Manage their role in interactions with others, thereby consistently achieving desired results.
  • Create and sustain customer comfort throughout the entire contact.
  • Determine the customer’s needs and expectations. Increase customer comfort by demonstrating empathy.
  • Help customers understand the information they need to know. Say “no” while maintaining a high level of customer comfort.
  • Satisfying Customers in the Comfortable and Indecisive Conditions
  • Work effectively with customers in the Comfortable and Indecisive conditions.
  • Satisfying Customers in the Insistent and Irate Conditions
  • Work effectively with customers in the Insistent and Irate conditions.

What our clients are saying

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