The Superhero Customer Service Training Program is designed as a 2.5 to 3 hour workshop. During this workshop customer service training information is presented via power point utilizing video clips and industry examples of best and worst examples. Participants are encouraged to interact and share their own stories. Real examples of customer service gone wrong are used as learning tools to discuss how situations can be better handled in the future.
General Customer Service Training Program
Before each training session, program author and facilitator, Ladona Weathers will meet with management to discuss what your expectations for each employee are and where you have identified areas for improvement.The goal of Superhero Customer Service Training Program is to make the customer the hero of your story. This is accomplished through the four principles of customer service: attitude, team work, managing expectations and planning. In today’s modern world social media must also be included in training your employees to deliver exceptional customer service.
This program also allows participants to engage in a conversation about how to deal with irrational customers that you cannot make happy. A Superhero Training Manual is provided for each participant to follow along.
Why Superhero Training? Wicked Cool Media owners Ladona and Gordon Weathers both believe that anyone can be a superhero in their chosen field. You just need the right suite. Batman, Spider-Man, Iron Man…they are all ordinary guys who have the right tools to get the job done. The same idea is used for this training program. Each and every employee has the capability to provide exceptional customer service…you just need the right tools to make-up your superhero suit!
Unique material specific to your business or industry
Solve real-life problems
Teach employees to plan for problems
Employees work on how to communication with customers effectively
Unique and custom program created for each business
Phone and in-person shopping conducted
Work with management to create what service is to be measured
Work with management on how to motivate employees to improve
Secret Shopping Program
For businesses that want to take customer service to the most effective level secret shopping programs are available to coordinate with customer service training. Secret shopping allows you to really see what your customer sees. We believe what gets measured, gets improved! Wicked Cool Media works with your management to develop an assessment that truly looks at how your expectations of the customer experience are being met. We have a pool of qualified and well-trained secret shoppers who look with a critical eye at the various aspects of your business.
Customer Service Program for Lodging Properties
With the advent of websites like TripAdvisor customer ratings among lodging properties have become vital. Wicked Cool Media has a proven lodging customer service and secret shopping program.
Why exceptional customer service is important for all businesses…
Service Can Make or Break Brands!
Americans vote with their wallets when they encounter subpar service; 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. On the other hand, the promise of better customer service is a draw for shoppers: three in five Americans (59%) would try a new brand or company for a better service experience.
These findings are from the American Express® Global Customer Service Barometer, a survey conducted in the U.S. and nine other countries exploring attitudes and preferences toward customer service.
The Multiplier Effect
Americans will tell others about their experience…good or bad! Word of mouth advertising is one of the most valuable assets to any business. A recommendation from someone who had a great experience is invaluable. However, the opposite is also possible.
In the age of social media, one person can literally tell THOUSANDS of others about their less than great experience. Often, upset customers will even take to the business Facebook page or Twitter to find some satisfaction from their experience.