"So Help Me" - Supervisor Edition

How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don't often look at how much a supervisor's behavior influences The service a customer ultimately receives.

"So HELP Me" (Supervisor Edition) takes a fresh look at customer service by showing The direct connection between a supervisor's behavior and The way employees treat customers. When employees are listened to, respected, and encouraged, They will do The same for Their customers. Supervisory behaviors that promote excellent service include: telling people what They're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do Their jobs, and turning mistakes into opportunities for growth.

"So HELP Me" (Supervisor Edition) demonstrates supervisory practices that facilitate excellent customer service. The result is not only a better service provider, but also a loyal and satisfied customer.

THIS PROGRAM BENEFITS:

• New and Experienced Supervisors and Managers in all Service Industries will benefit from this program.

PRACTICES THAT PROMOTE EXCELLENT CUSTOMER SERVICE:

• Tell people what They're doing right That good feeling will get passed on to your customers.
• Help employees find solutions for customers Take The time to help employees work within policy to solve customer problems.
• Focus on people, rather than numbers When employees feel that you care about Them, They're far more motivated to care about your customers.
• Empower people to do Their jobs Employees will feel that They have The responsibility - and The power - to solve customer problems Themselves.
• Turn mistakes into opportunities for growth Dealing with mistakes privately is a perfect opportunity for individualized training.

"So Help Me" - Employee Edition

What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return.

“So HELP Me” (Employee Edition) illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customers outside your department, actively listening, treating every customer as your own, and defining customer needs.

“So HELP Me” demonstrates employees giving the kind of service that turns dissatisfied people into loyal customers. As one customer service provider in the video says, “…at the end of the day it makes me feel like I’m doing something useful. Instead of adding to people’s frustrations, I’m actually helping them out.”

SPECIFICATIONS:
Format: Video
Length: 18 mins.
Additional Materials:
Includes comprehensive 28 page leader's guide with reproducible worksheets-complete program available for preview.

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