Oscar worthy service customers - like the Hollywood model can make your company a service star

The customer service in the 2008 Oscar goes to USAA!

This year the award national enterprise for excellent customer service, considered the Oscar of customer service has gone for the second year in a row for USAA, the insurance and financial services provider in the U.S. Military. (Reported in the March 2008 edition of Business Week)

The news is not surprising since only last year the Customer Support Team at USAA was attended by over 240,000 hours of "additional training" beyond their "basic training".

As you listen to the telephone service rep called, (that is done through the monitoring of calls?), Listen and see people in the corridors, which frankly seem and sound more like street thugs value and motivated employees, as we read painful customer complaints, customer surveys and oh no, see what customers have told the world how bad your service is blogging you might think, those responsible for taking care of your valued customers, you may need a bit 'more training, and reward yourself? Well, maybe you need to say Hello and Hooray for Hollywood!

Rate Your Hollywood Star Power:

The first question for every CEO and Training is the number of hours of field training do you give your front-line every year to a maximum level of their ability to reach Oscar Worthy Performance Customer Service? The second question is how effective is that training? The third question is what, inspiring, you have recognition programs in place to honor excellent services?

As a former Director of Customer Service training, I followed the model Hollywood Oscar for the training of service and employee motivation, using the format symbolized by golden man in Hollywood. He has produced results. He has inspired and motivated the team and very similar to the Oscars, has been spoken, read and also on friendly competition to be the best. What more could you want from your Customer Service Training, and a recognition program? Here's how to run such a model of Hollywood-style training and Roll Out the Red-Carpet Service Team

Develop and provide training and recognition of Red Carpet:

1. Define award categories for all areas of your business where the customer impact on service delivery, including back office functions as the technical direction, script writing, and excellent results in special effects (enhanced services).

2. Develop a process of appointment and the rules and selection criteria for "Your Service Academy", which represents a section of your organization or departmental areas. This is a critical step that requires analysis of all factors that contribute to Total Customer Experience Award for integrity.

3. Acting class for customer service employees? You bet! Because the actors say the right thing and emotion project? They use scripts and theater / communication techniques! Big Hollywood actors also understand the principles of management of the Big Picture! Your employees know what is the overall picture for your company and your customers? We use a theme involving Hollywood in our customer service training. Note / Themes Build Team. I usually takes place in these bright days in spring training 1, after the Oscars to reinforce the key principles of service, winning customers and introducing scripts even run test screen with video-tape feedback from a vendor customer service. A "improvisation workshop" fun helps employees improve their body language, tone of voice and above all learn to laugh again and connect with the heart of the customer / audience. It's all part of the work it takes to climb to the top of the rankings of service.

4. Finally, start planning your Big Red Carpet Oscar Night. Make It Big! Make it memorable! Making the event of the year everyone is talking about! Make an Oscar Winning Service, the aspiration of every bright star on your team who have worked hard this past year, to provide consistent and a heart-stopping performance of customer service .......