Customer Service Goes...High Performance!

Often underestimated is the statistical link between employee commitment, customer service and growing the customer base. A 5% increase in customer loyalty can increase profitability by 25-80%. As demonstrated by our clients, SuperService© improves both employee and client attrition rates.

Participants are given the understanding and tools to change their attitude and mindset so that they are able to connect with their customers - both internal and external. In particular, they experience how not to be 'at the mercy' of the customer - internal or external. Finally, they walk away feeling touched, moved and inspired which enhances their desire to serve.

SuperService© helps employees to:

• Optimize on-the-job performance
• Resolve service issues quickly and accurately, ultimately escalating fewer calls
• Create a motivating environment where success becomes the responsibility of every individual
• Employ the right attitude with both internal and external customers
• Learn not to take things personally
• Enhance listening skills with the customer
• Handle effectively the angry or unhappy customer
• Work together as a team to maintain a high service standard
• Build customer trust and confidence
• Learn to follow up and follow through with the customer
• Understand and anticipate customer needs and expectations
• Bring energy and enthusiasm to every customer interaction
• Work towards customer loyalty on every call
• Do a great job even when they don't feel like it
• Learn that Monday's are no different than Friday's
• Use resources, including people, to stay focused
• Take ownership of the customer contact

SuperService Managers Toolkit on CD-ROM:

This 12-month coaching tool is for managers to work with their people to set SMART goals and to be accountable for monthly improvement in service levels. Includes:

• 12 PowerPoint presentations, including notes for meetings on each topic
• Facilitator Guide for the managers 30-minute monthly meeting
• 12 Coaching sessions with exercises, motivational points, pointers, quizzes and tips for successful coaching
• Instructions on how to set SMART goals
• Video segments to motivate and enhance learning
• 12 motivational newsletters
• 55 visual reinforcement aids
• Screen saver with 50 motivational quotes

SuperService Client List

• 3Com
• Abbot Laboratories
• ACCO North America
• Adolfson & Peterson
• Alliant Credit Union
• Allstate Insurance
• American Airlines
• Amoco
• Bally’s
• Baxter Healthcare
• Cardinal
• Caremark Corp
• CCH Legal Information Services
• Children’s Memorial Hospital--Chicago
• Combined Insurance of America
• Computeach
• Computer Associates
• Computer Discount Warehouse (CDW)
• John Crane Ltd
• Culligan Water Conditioning
• Designs of the Interior
• Detecon
• Devry University
• Discover Card
• DSC Logistics
• Dynergy
• First Midwest Bank
• Follett Publishing
• GE Medical Systems
• Goss International
• Great Lakes Credit Union
• Health Tech
• Hewitt and Associates
• Hollywood Casino
• Hyatt Hotels Corporation
• IFAI
• International Roofers Association
• LaSalle Bank
• Leapnet
• Lucas Aerospace
• MB Financial Bank
• Motorola Inc
• National Education Corp
• Neumann Homes
• NewlyWeds Foods
• Nike
• Nutrasweet
• Outboard Marine Company (OMC)
• Pepsi
• PFG Financial
• Pitney Bowes
• Platinum Technology
• Power Contracting
• Prince Charles Trust
• Princeton Review
• Schwickerts
• SecurityLink of Ameritech
• Siemens
• Special Olympics
• St Anthony’s Memorial Hospital
• Syntellect
• Tap Pharmaceutical
• Tarragon Training International
• Tellabs
• UL
• United Airlines
• US Bank
• Us Dept of Education
• Xerox
  

Our work brings us to all parts of the globe. Here is a list of cities we have travelled to to help our clients.

• Singapore
• Kuala Lumpur
• Manila
• Hong Kong
• Seoul
• Sidney
• Melbourne
• Delhi
• Bangalore
• San Jose
• Caracas
• Rio DeJaneiro
• San Paolo
• Buenos Aires
• Mexico City
• Krakow
• Warsaw
• Düsseldorf
• Hamburg
• Amsterdam
• London
• Edinburgh
• Dublin
• Chicago
• New York
• Las Vegas
• Los Angeles
• Scottsdale
• Huston
• Miami
• Fort Lauderdale
• San Francisco
• San Diego
• Tucson
• Portland
• Seattle
• Dallas
• Memphis
• Baltimore
• Washington
• Philadelphia
• Pittsburgh
• Buffalo
• Cleveland
• Milwaukee
• Minnesota
• Oklahoma City
• New Orleans
• Louisville
• Shreveport
• Detroit
• Boston
• Albany
• Hartford
• Newark
• Charlotte
• Raleigh
• Cincinnati
• St Louis
• Kansas City
• Colorado Springs
• Denver
• Reno
• Toronto
• Calgary
• Vancouver
• Edmonton
• Cairo, Egypt

SuperService is a registered trademark of McNeil & Johnson Learning Company.