Phone: 847-438-9366
Web Site: www.mjlearning.com
Email:
Loyal employees create loyal customers.
“Motorola Dealerships have increased their customer retention rate a full 17% with SuperService™.”
Ralph Goffin
Vice President Global Marketing and Sales, Motorola.
Commitment Creates Cash
There is a clear statistical link between employee commitment, customer satisfaction with service, and an increase in sales. A one-point increase in employee commitment can lead to a dramatic increase in sales growth in the service-profit chain.
High levels of employee commitment add powerful and often underestimated value to the bottom line. We have proven time after time that SuperService improves both absenteeism and attrition rates. SuperService could be your call centers greatest ROI.
SuperService is about being the provider of choice by holding accountable every individual for excellence and company success.
Measurable Results Indicator:
- Increased sales
- Turn your sales force into a profit machine by building strong win-win relationships with their customers
- Increased customer loyalty
- Be your industry’s provider of choice and increase your company’s market share
- Increased employee loyalty
- Attract and keep top talent in a corporate climate where success is everyone’s responsibility.
SuperService™
What is different about McNeil & Johnson’s SuperService™?
SuperService™ combines the best practice in corporate training with the best in personal motivation. People discover that they truly can and do make a difference, and that difference can be positive or negative. This directly impacts customer retention and the bottom line of a company. Specifically, SuperService™ will empower each individual to be the best that they can be. It differs from other programs by focusing on the people rather than the skill sets. It gives participants the knowledge that they are the source of every customer interaction. By ‘source’ we are referring to the fact that they have the power to successfully handle every interaction. We provide the insights, which assist the person in understanding their ability to make positive change on a daily basis.
During the SuperService™ training, participants are given the understanding and tools to change their attitude and mindset so that they become ‘at one’ with their customers—both internal and external. In particular, they experience how not to be ‘at the mercy’ of the customer. Finally, they are touched, moved and inspired which enhances their desire to serve.
As a result of completing McNeil & Johnson’s SuperService™, participants will:
- Optimize on-the-job performance
- Bring energy and enthusiasm to every customer encounter
- Turn service problems into service opportunities
- Be proactive in pulling the entire team together to collaborate on behalf of the customer
- Employ the right attitude
- Understand how their roles are critical to the bottom line
- Do a great job even when they don’t feel like it
- Build customer trust and confidence
- Create consistent win-win relationships
- Identify customers expectations
- Validate customer satisfaction
- Create customer loyalty
Outline:
- Work collaboratively with internal and external customers
- Proactively handle, monitor and resolve all customer issues with a sense of urgency
- Learn listening techniques that probe, clarify and confirm customer needs
- Handle difficult or angry customers in a positive and friendly way (without feeling burned out by the end of the day)
- Demonstrate professional telephone procedures in a consistent manner
- Create consistent win-win experiences for the company, themselves, and the customer
“Until you focus on employee satisfaction and gain employee loyalty, you will not achieve customer satisfaction and loyalty”
Harvard Study
Zero Defects
“The SuperService Curriculum shows how to value customers and succeed in making the right choices to earn and maintain their loyalty.”
Pat Canavan, Senior Vice President and Director,
Global Leadership, Motorola
McNeil & Johnson Learning Company offers a wide range of training programs. The workshops and seminars are designed to motivate, improve and provide progress on an individual, group and organizational level.
McNeil & Johnson Learning Company
24089 N. Forest Drive
Lake Zurich, IL 60047
Phone: 847-438-9366
Fax: 847-438-8308
Email:
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