Leading a Customer Focused Environment

 

This four-part webinar series is designed to help managers and supervisors lead a customer-focused environment. Attendees will learn how to set service expectations, coach employees in how to turn situations into opportunities to deliver a positive natural gas message, and how to measure service success.

  • 6 hour online web course spread over four weeks
  • $900 per company for up to 15 connections
  • $450 per individual participant
  • 6 PDH Credits

Upcoming Web Series Dates - Four 90 Minutes Web Sessions:
September 17, 2012, September 24, 2012, October 1, 2012 and October 8, 2012 


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Setting Service Expectations - September 17, 2012

This session will focus on clarifying what today’s utility customers expect and help leaders take those expectations from the general to the specific in defining what excellent service really is.

Concepts covered will include:

  • The meaning of being “customer-focused”
  • A working knowledge of fundamental customer expectations
  • Why service standards by which an organization can measure itself are so important
  • How to establish quantitative performance standards to meet those expectations
  • Specific actions which tend to exceed customer expectations

Learning Objectives:

  • The ABC's of Customer Service
  • What do Customers Expect
  • Define Excellent Service
  • Quantifying Standards
 

Measuring Service Success - September 24, 2012

This session will expand on the first session’s concepts with a discussion method by which an organization can measure how successful it is in meeting the standards of service it has set.  Attendees will leave with a step-by-step plan or framework within which an organization can better track customer expectations and outcomes.

Concepts covered will include:

  • Tools for tracking customer expectations
  • A Seven Step Program that utilities can use to create an action plan for measuring customer response and satisfaction

Learning Objectives:

  • The ABC's of Customer Service
  • How Customers Keep Score
  • Methods of measurement

 
Coaching for Service Success - October 1, 2012

This session will focus on skills that help service coaches motivate and guide service providers to expand their capabilities so that they have the skills to make decisions and solve problems on their own.

Concepts covered will include:

  • Describe the role of a service coach in developing others
  • Recognize the challenges and apply skills to overcome them in developing others
  • Identify and apply opportunities to develop the service skills of providers
  • Demonstrate a set of key actions for developing others
  • Conduct focused conversations that result in improved service.

Learning Objectives:

  • Using every day customer service situations as opportunities for teaching/coaching

 
Building a Customer Service Team - October 8, 2012

This session will provide attendees with skills that are essential to building a culture of support among team members in delivering excellent service – internally and externally.

Concepts covered will include:

  • The importance of excellent internal service to the utility’s external customers
  • How to use shared values to build a system of behavior norms
  • Using a tool to evaluate the team’s current status (strengths and areas for improvement)

Learning Objectives:

  • Essential skills of team building
  • Working with "internal customers" is key to serving external customers successfully

Competencies Addressed 

  • Coaching
  • Team building
  • Communication
  • Negotiation