How many times have you heard people complain about poor service delivery or call centres? Have you wondered what they'd say about your organization? And have you wondered what you could be doing to improve the service your customers receive?
Hay Group has collaborated with Daniel Goleman to create a more emotionally intelligent approach to customer service. Service Solutions is a customer service development process. It helps participants become more aware of, and manage, their own emotions and those of others. It comes, ready to use, with a participant workbook and a facilitator’s guide.
Service Solutions offers an effective, competency based approach for customer service staff. Anyone who interacts with customers on a regular basis (face-to-face or over the phone) will benefit from this development tool: retail staff, call centre personnel, those working on the frontlines in health care, the public sector or commercial organizations.
