Loading Events Service Excellence in the Metals Industry – The Metals Service Center Institute

Service Excellence in the Metals Industry

  • MSCI Headquarters
  • 4201 Euclid Ave
    Rolling Meadows, IL 60008 United States
  • September 2, 2020 8:30 AM - 4:30 PM

    Register on or before August 12, 2020: $850.00
    Register after August 12, 2020: $1,050.00

Registration Coming Soon!

The Quality of Customer Service is one of the few variables that can differentiate a business from its competition. Customer Service is a human experience between the service provider and the customer.

In the delivery of the service or product there are many “points of interaction” with the customer. These are also referred to as a “moment of truth” or “touch point” which occurs whenever there is a customer contact. Each point of interaction can create a positive or negative experience for the customer. But, it’s always an opportunity to meet and exceed the customers’ expectations because that is the moment when the customer forms a perception of your company, its people and its products and services.

Customers look at your environment in one of two ways. The customer either perceives you being pleasant and friendly with a willingness to serve, or you come across as negative, condescending and basically suffering from the syndrome “the customer is the enemy”. Which culture do you have at your company? Does your Customer Service come across as your secret weapon, or is it “the customer is the enemy”? Creating a Customer Service culture begins with training your associates and equipping them with the proper tools and resources to implement Service Excellence and creating a positive experience for the customer that keeps them coming back. Providing Quality Service isn’t improving technology and machines, it’s all about the human interaction of people serving people.

Learning Outcomes

  • Understand and apply fundamental people, communication and active listening skills. Establish more effective relationships that develop lifetime customers.
  • Identify and develop specific service actions for customer touchpoints that raise the bar on Service Excellence with consistency.
  • Incorporate your Quality Service culture into a practical and easily remembered process with the 4 As Quality Service Process: Acknowledge, Analyze, Accommodate and Appreciate. This becomes your guide to get everyone focused on the customer and becomes repeatable. Best practices will evolve over time to continue to raise the bar.
  • Know and appreciate how important your internal customers are in the delivery of your Quality Service to your external customers. In some instances, it’s harder to work together internally than it is to serve externally.