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sci 21 SQUTHERNCOATINGs1Nc ROOFING Becoming a member of the ,Southern Coatings & Roofing sends an important message to our organization's employees and to the communities in which we operate. Team ,SCI will contin- ue to set a high standard when it comes to quality, employee training, and safety for all of our customers. Six Essentials for Five (5) Star Customer Service ! 1). Getting your staff on board with service! • Attitude of Excellent Service Excellent service starts with the attitude of the individual service pro vider (SCI). This session helps learners see the connection between how they feel when receiving good and bad customer service and those feelings of the customers they serve. • Speak well of your organization • Respond quickly and cheerfully to all customers Reprioritize work when customer needs arise 2). Meet and exceed customers satisfaction! • Identifying Customer Needs Identifying the needs of customers is a skill that requires listening and probing. This session provides skill building in understanding how to identify customer needs. • Ask customers probing questions • Recognize all customer needs and respond with respect Identify customer needs expressed verbally and non -verbally 3). Energize your staff to perform award-winning service! • Thoughtful Body Language and Words Most of the communication with customers is through body language. This session provides practice in all areas of body language and words as it relates to service delivery • Greet all customers with a smile • Use a cheerful and enthusiastic tone of voice Practice open and friendly body language and eye contact 4). Every single interaction is an opportunity! • Uncompromising Service at Every Contact Point Each contact point with a customer is an oppor- tunity to delight or disappoint. This session guides learners through a comprehensive analysis of their role, and the service contact points for which they are responsible • Be cheerful at every customer contact point • Keep all customer areas clean and neat Confidential and Proprietary Information Of Southern Coatings, Inc.