High Praises for ACOCI’s workshop “Service Standards for Sharpening Soft Skills”
The conference room at the Anguilla Chamber of Commerce was filled to capacity with persons from various businesses across Anguilla seeking to gain knowledge on Service Standards for Sharpening Soft Skills, and the Do’s and Don’ts for Delighting Customers. This customer service workshop was conducted over two half days on June 19th and 20th and was facilitated by Melinda Goddard, MBA, Principal of ClienTell Consulting.
Those in attendance at the workshop were members of staff with direct customer contact, and team leaders seeking standards for coaching/mentoring. The businesses represented were Anglec, Sharpy’s Shake Shack, Hi-Tek Signs and Designs, Sunset Homes, Tropical Sunset Restaurant, Digicel, ACOCI and Innovative Outsourcing Agency.
This workshop presented do’s and don’ts, from cordial greetings with proper names and titles on the phone, in person and in writing, to elegantly managing moments needed to gather information, transfer to or introduce a colleague for further assistance, to avoiding “forbidden phrases” and recovering from service gaffes while learning to avoid them – ultimately, to invite customers to return with excellent endings. Participants were shown that applying these standards can help move from simply trying one’s best, to consistently following best practices to delight customers and grow the business every day.
The workshop had a clear agenda which was followed closely over the two half days. The first topic set the tone for the topics that followed. Participants delved directly into understanding customers, their needs and expectations, as this provides a framework to help sharpen customer focus. This initial session examined the differences between internal and external customers, their needs – and also showed participants the importance of calculating the lifetime value of each customer and how it is at stake with each interaction. The group also learned about how anticipating the expectations associated with each customer’s needs can enable them to exceed them.
The remainder of the workshop looked at service quality standards which were brilliantly simplified and represented using an acronym – ANGUILLA PRIDE. Participants were encouraged to use the acronym to help remember what to do – and what to avoid – in working to manage satisfaction and build loyalty with every interaction. The customer service standards captured under the “ANGUILLA” part of the acronym were:
• Accuracy, names and greetings
• Universal service quality: Ensuring satisfaction by delivering world class service
• Information, leadership, listening
• Anger and customer recovery: Managing dissatisfaction and stressful situations
The last five standards represented by “PRIDE” included the importance of efficient, effective work habits in Prompt Process Proficiency; ensuring Respect and Courtesy in every interaction; best practices for Introductions whenever a colleague or supervisor has specific expertise or resources to provide needed assistance; ways to set the bar for Diction and Clear Communication with every customer; and helping make customers want to return again and again, with fond farewells and Excellent Endings.
The workshop ended with a session which focused on the importance of customer service excellence to help build customer loyalty.
The class was very well received and achieved outstanding evaluations by the participants. One participant shared that “Professor Goddard was extremely thorough in her explanation/ presentation of world class service. I can definitely use this within my workplace as well as share the knowledge with my colleagues.”
Another attendee said the workshop was “very informative, attention grabbing” while another anticipated putting what she learned into practice and indicated that the session would assist her with being more professional and customer oriented.
The facilitator, Melinda Goddard, observed: “It was a delight to share such empowering standards that shape world-class service. In fact, exceeding expectations is consistently achievable by sharpening our soft skills, always making sure to slightly under-promise and over-deliver – with every interaction, every time.”
Mrs. Goddard continued, “I would also like to thank Lily Moses and Karen Pina for inviting me to collaborate with the Chamber to offer this seminar – and then marketing it to capacity! Every participant was engaged, and they formed a truly inspiring class as a group!”
The Anguilla Chamber of Commerce continues to offer valuable services such as these types of training for its members. The Chamber would like to thank all who participated in this workshop and invite all members to take advantage of all opportunities to invest in staff.
