Super Service Be Your Own Boss. Join the entrepreneurs who now own and run their own business and make a great difference in the world.
Super Service is a program that is used by hundreds of Fortune 500 companies around the world, such as Motorola. HSBC, Vodafone, DeVry University, Pepsi, Xerox, McDonalds, and many more. It has been such a huge success that our clients asked us to design and develop the SUPER SERVICE Managers Tool kit, an Individual Super Service Tool kit, and a Train the Trainer Program with Facilitator Guides and Participant Guides.
Today, tens of thousands of employees have gone through Super Service worldwide. And now we offer it to you. If you have ever wanted to be your own boss and to facilitate an amazing program that changes people's lives, here's your chance.
Earn from $70,000 per year to $350,000. It's up to you, how much you earn. We provide you with the materials, tools and train-the-trainer to allow you to sell and train Super Service to your contacts and businesses.
What's in it For Me?
Do you want to make a difference in other people's lives? Do you like standing in front of large groups of people and making them laugh? How about networking? What about being in charge of your life and your own success? If you have connections in the business world and no product to sell then Super Service is ideal for you.
Make Money!!!
Super Service has been sold to hundreds of fortune 500 companies, as well as small and mid-sized businesses. With contracts ranging from $4000.to $450,000.
How?
We supply you with the training, the tools and the information in an easy straight forward way. No traveling, no additional expenses. Once you are certified as a Super Service facilitator, here's where you come in. You get to use all your connections, your networking and the knowledge of the businesses in your area.
The Super Service™ Philosophy
Super Service combines the best in corporate training with the best in personal motivation. People discover that they truly can and do make a difference, and that difference can be positive or negative. This directly impacts customer retention and the bottom line of a company. Specifically, Super Service is about every individual taking responsibility for the company’s success. It differs from other programs by focusing on both the people and the skill sets.
Super Service gives managers and participants the knowledge that they are the source of every customer interaction. By ‘source’ we are referring to the fact that they have the power to successfully handle every interaction. Super Service provides the insights, which assist in participants understanding their ability to make positive change on a daily basis.
During Super Service participants are given the information, knowledge and tools to change their attitude and mindset so that they are able to connect with their customers - both internal and external. In particular, they experience how not to be ‘at the mercy’ of the customer so they do not feel 'drained' at the end of the day. Finally, they walk away with the knowledge, information and skill set to provide the best customer care and feel moved and inspired with the desire to serve.
Why Super Service?
Loyal employees create loyal customers
The statistical link between employee commitment, customer service and growing the customer base is often underestimated. A 5% increase in customer loyalty can increase profitability by 25-80%. As demonstrated by our clients, Super Service improves both employee and client attrition rates.
Measurable Results Indicator:
Increased sales—turn your sales force into a profit machine by building strong win-win relationships with their customers.
Increased customer loyalty—be your industry’s provider of choice and increase your company’s market share
Increased employee loyalty—attract and keep top talent in a corporate climate where success is everyone's responsibility.
Super Service increases your bottom line by:
Taking customers from satisfied to loyal
Decreasing employee absenteeism and attrition rates
An increase of 5% in customer loyalty can increase profitability by 25-80%
Super Service Objectives:
•Generate an enthusiastic, open and willing attitude that permeates the entire organization on every level.
•Create a culture of excellence and success
•Work collaboratively with internal and external customers
•Proactively handle, monitor and resolve all customer issues with a sense of urgency
•Learn listening techniques that probe, clarify and confirm customer needs
•Handle difficult or angry customers in a positive and friendly way (without feeling burned out by the end of the day)
•Create consistent win-win experiences for your customers and employees
•Fire up for everyone to be their personal best, even on Monday
Super Service© 12-Month Curriculum
Super Service Curriculum provides the complete solution
One day program for all employees which improves both employee commitment and customer loyalty
Super Service Manager’s Toolkit: A 12 month program that provides ongoing training
High Performance Mentoring: To ensure your success, leading experts provide ongoing support for your managers.
Super Service© is a 12-month program designed for everyone within the company across all departments, from executive level to frontline personnel. It combines the best in corporate training with the best in personal motivation. People discover they truly do make a difference, and that their attitude has a direct impact on customer retention and the bottom line. Specifically, Super Service© is about each and every individual taking responsibility for the success of the company. Super Service© is delivered in four phases:
Phase One—Executive Level
Executives receive a three-hour overview of Super Service© which provides them with the key concepts of Super Service© and an outline of the ongoing 12-month, reinforcement process.
Phase Two—Management Level
Managers receive a one-day workshop. In the morning they learn Super Service© from a managerial perspective. In the afternoon they learn how to coach their teams in the ongoing use of the 12 month Managers Super Service Tool Kit and are also allocated a ‘coaching buddy’ to create support for themselves within the company.
Phase Three—Front-line Level
Employees from every department attend a one-day workshop on Super Service©. In the morning they go through the key concepts of Super Service© and in the afternoon they are provided with role-plays and exercises which can be customized to their specific job.
Phase Four—12-Month Training Program
Managers meet with their teams for 25 minutes every month to reinforce and utilize the skills learned in Super Service. © Each meeting is a mini-training session in which they go over one of the main task skills and make a SMART goal to ensure effective use of that skill when back on the job.
Materials Available
•Super Service Books published by McGraw-Hill
•Task Skills with 55 identified skills and tasks
•Participant Guide Master Copy for duplication by the company
•Ongoing Environmental Support
Ongoing Environmental Support
Creating the work environment to keep Super Service alive is a vital aspect of the Super Service workshop. However, it is important that the visual stimuli is changed frequently, otherwise it just becomes like background music, heard yet never absorbed.
Advertisers know it takes 7-10 impressions before a person even remembers the name of a brand. Ongoing Environmental Inspiration uses this, and other adult learning insights to transform employees’ newfound knowledge and understanding into new behavior and productive action.
Specifically, the motivational, visual reinforcement is designed by our graphics team and incorporates quotes and inspirational messages taken directly from the Super Service book, published by McGraw-Hill.
Everything will be delivered as PDF files which can be downloaded and printed as posters and banners, or posted on your intranet. The motivational, visual reinforcement consists of 24 different inspirational and motivational messages such as the following:
•A customer doesn’t care how much you know until they know how much you care
•If everyone in my company was just like me, what kind of company would my company be
•Moment of Truth
Super Service© One-Day Workshop
Super Service© gives participants the knowledge and power to communicate successfully with both internal and external customers. It provides the insights, which assist people in understanding their ability to make positive change on a daily basis. Super Service© helps employees to:
•Optimize on-the-job performance
•Resolve service issues quickly and accurately
•Escalate fewer calls
•Create a motivating environment where success becomes the responsibility of every individual
•Employ the right attitude with both internal and external customers
•Learn not to take things personally
•Enhance listening skills with the customer
•Handle effectively the angry or unhappy customer
•Work together as a team to maintain a high service standard
•Build customer trust and confidence
•Learn to follow up and follow through with the customer
•Understand and anticipate customer needs and expectations
•Bring energy and enthusiasm to every customer interaction
•Work towards customer loyalty on every call
•Do a great job even when they don’t feel like it
•Learn that Monday’s are no different than Friday’s
•Use resources, including people, to stay focused
•Take ownership of the customer contact
12-Month Super Service Manager’s Toolkit
The 12-Month Super Service Manager’s Toolkit is the key between a one-time event/workshop and actually inculcating Super Service excellence into the culture of the company. Specifically, managers will hold planned monthly meetings designed to be fun and create ownership and commitment to excellence. The monthly topics are:
1. Show a desire to serve
2. Acknowledge feelings
3. Accept responsibility
4. Get information
5. Give information
6. Give recommendations
7. Get recommendations
8. Check understanding
9. Build consensus
10.Follow-through
11.Follow-up
12.Build on satisfaction
The Managers Toolkit is provided as a CD-ROM and includes information for each of the 12 task skills:
The Managers Toolkit helps reinforce the skills learned in the Super Service,© one-day workshop. Every month managers meet with their team for 25 minutes. Every employee sets SMART goals and is accountable for monthly improvement in service levels. These meetings are motivational and create a sense of ownership and commitment for both the managers and their teams. Each month one of the following task skills is reinforced: Specifically managers will:
•Meet with their team for 20 to 30 minutes on a monthly basis
•Utilize an easy to follow coaching tool which uses Powerful Questions
•Refocus where the responsibility lies—with each and every individual—and not just on the managers shoulders
•Assist the team in setting SMART goals specifically aligned to the companies core values
•Enable people to be accountable for monthly improvement in service levels
12-Month Super Service Manager’s Toolkit Includes
The 12-Month Super Service Manager’s Toolkit is a CD-ROM, which enables busy managers to coach Super Service, via planned meetings and set SMART goals each month.
Coaching exercises with Q & A and tips
PowerPoint presentations with delivery notes
SMART goal handouts with samples
One copy of the Managers Toolkit which can be printed out in hard copy
50 humorous graphics depicting the Super Service© Task Skills
Specifically the 12 Month Super Service Managers Toolkit provides:
•Twelve individually planned Super Service sessions
•Twelve Power Point Presentations for follow up meetings on each Super Service topic
•Presentation notes for easy preparation of all twelve meetings
•Hard copy print out of Facilitator Guide of the manager’s toolkit as needed
•Twelve coaching sessions with exercises, motivational pointers, and tips for successful coaching
•Instructions on how to set SMART goals
•SMART goals do’s and don’ts
•Video segments to motivate managers on delivering dynamic monthly meetings
•Twelve Motivational Super Service newsletters ‘Real World Service’
•55 Visual reinforcement aids
Super Service Motivational Newsletters: (Included on CD-ROM)
Currently, there are over 30 coaching models used in corporate America. Super Service puts into simple, concise language exactly what to do to be an outstanding coach. It sources the most results-driven tools and strategies to help keep the momentum going, including:
•Collaboration skills—to create a two way street of communication
•Evolving skills—to help your team shift their paradigm within minutes
•Catalyzing skills—to create a fearless and direct message
•Supporting skills—to give the team what they need personally
•Calibration skills—to link goals to values
•Strategic/Performance skills—to help the team perform and succeed
•Engagement skills—to create a healthy, and professional relationships
•Discernment skills—to recognize what is missing and what is needed
High Performance Mentoring
12 monthly mentoring sessions are provided via teleconferencing with leading Super Service experts. Topics include:
1. Attitude - Be the best that you can be!
2. Be the Source - Create the opportunities and the circumstances you want
3. Goal Setting - Focus attention on bottom line results
4. Motivation - Deliver motivation and recognition
5. Accountability - Say what you mean and mean what you say
6. Investing Time - Effective use of time and resources
7. Results - Bridge the gap between where you are and where you want to be
8. Communication - Dialog for action instead of talk
9. Negotiation - Taking negotiations to the third level: collaboration
10.Creativity & Problem Solving - Create solutions for difficult problems
11.Listening - Actively listen and understand your customer
12.Market Strategies - Target the markets that have the funds
Super Service Monthly Newsletters
Each month the managers receive the Super Service newsletter, relating to the high performance, mentoring topic for that month.
Managers Motivational E-mails
Each month the managers receive a coaching e-mail designed to motivate and enhance their coaching skills.
Train the Trainer
This TTT system takes corporate qualified trainers and turns them into Super Service facilitators. Specifically, it is a mentoring system that includes training, evaluation, reinforcement, certification, and on-going re-certification for participants. It is a dynamic, mentoring 12-month program that will increase your trainer’s facilitation skills and help build a results-oriented team of achievers. It includes:
•Instructional techniques (specific to Super Service)
•Creating a climate for learning
•Facilitating adult learning
•Asking questions to manage a group
•Handling problem behavior
•Using verbal reinforcers
•Giving helpful feedback
•Prompting, paraphrasing and clarifying
•Using visual aids
•Super Service knowledge
•Analogies
•Giving clear directions
•Ensuring closure
•Achieving transitions
•Pacing
•Introducing topics and segues
Train the Trainer Evaluation:
The Super Service facilitator will provide both a formal and informal evaluation so that the trainer can adjust their delivery accordingly. This evaluation and reinforcement also helps build the final ongoing Certification program. If necessary, Super Service coaches will ‘spot-check’ each trainer at the 3-month and 9-month mark. The ‘spot-check’ is specifically designed as a high performance evaluation.
Train the Trainer Ongoing Certification:
At the 12-month mark, each facilitator will participate in a 2-day follow-up Super Service workshop. The purpose is to consolidate all the feedback and information received from the previous Train the Trainer evaluations and reinforcement sessions. This workshop is an opportunity to inspire, enlighten and fortify the trainers so that they continue to provide excellent Super Service training.
Super Service continues to support your trainers the entire 12 months via:
Each trainer is allocated a coaching buddy
Each trainer provides results and obtains feedback via email
Super Service provide ‘surprise’ onsite visits as additional motivation (subject to location)
Workshop Agenda
Welcome and Introductions
•Inspire
•Enlighten
•Fortify
The importance of communication
•The IKTA disease
•Who are you—Exercise - Icebreaker
Super Service objectives
•Bring energy and enthusiasm to every customer encounter, internal and external
•Work collaboratively with both internal and external customers
•Fire up to be your personal best, even on Monday
•Create a motivating environment where excellence and success is the responsibility of every individual
What is the effect of Super Service
•How do you feel when you get Super Service
•Customer loyalty = profits = Win - Win - Win
What's the effect of poor customer service
•The cost of losing a customer
•Indifference
Why customers leave
•The cost of getting a new customer versus keeping the one you already have
•How indifference cost a Schaumburg Bank $4,800,000 per year by loosing just one client
How you affect the bottom line
•The importance of service
•The price is the price, the product is the product
•The ability to deal with people
•The cost of one bad experience over the lifetime of a customer
•A Moment of Truth / Scandinavian Airlines
Who is your customer
•Exercise - Pick 3
•Exercise - Internal customer
The brain
•Exercise - A bird in the hand
•Exercise - Change 3 things
•
Do you know how amazing you are
•The brain
•Exercise - You are amazing because
•Points of view
•Who's in charge
•Affirming your day
•The voice in your head, keeping it positive
•Getting out of your comfort zone
How we communicate
•A customer doesn't care how much you know until they know how much you care
•The importance of words, tone and body language
•Face to face
•On the phone
•Exercise - Body language
Handling angry customers
•Exercise - Interrupting
•5 things you should never do
•10 keys to diffusing an angry customer
•Exercise - Angry customer
The Seven Keys
1.The right attitude—Exercise – Empathy
2.Understand the customer's needs—Exercise - An object in your office
3.Communicate clearly (internally / externally)
4.Reach agreement—Exercise - Vacation listening
5.Check understanding
6.Take action
7.Build on satisfaction—Exercise - Saying "Thank you"
Thank you for participating in Super Service
REFERENCES AVAILABLE ON REQUEST
Investment
You will recive a licensing agreement which will include where appropriate, copies of Master Materials to include::
•Train-The-Trainer Instruction (TTT)
•TTT Master copies of Materials:
oCD-ROM
oFacilitator Guide
oPowerPoint Presentation
•Super Service Book 1st & 2nd Edition published by McGraw-Hill
•Customer Service Manager's Tool Kit published by McGraw-Hill
•Task Skills with 55 identified skills and tasks
•Screen saver
•Participant Guide
•Manager’s Super Service Toolkit CD-ROM
•Individual's Super Service Toolkit CD-ROM
•Ongoing support via teleconferencing and webinars
