Customer Service & Dispute Resolution Coaching

Casinos - Cruise Lines - Resorts - Luxury Hotels

Has Your Organization Really Achieved Exemplary Customer Service?

Are you constantly having these customer service challenges?

Is your competition taking valuable customers away from you?
Is bad service costing you great sums of money in order to keep attracting new customers while also losing valuable customers?
Do your management and staff have an “us” verses “them” mentality, where the customer is viewed as the opposition?
Do you keep struggling with staff to deliver a consistent level of customer service that exceeds and even anticipates the customer's expectations for value?
Do you train your management and staff to provide great customer service only to continue receiving customer complaints?
Do you seem to deal with a constant stream of disputes which could have been avoided or resolved much more quickly with better customer service training for your representatives?

Customer Service Coaching can achieve the following results:

Your customers will continue to patronize your business and remain loyal to your operation.
Your costs to attract new customers are minimized as you have a high customer retention rate.
Much of your new customers come as a result of referral and relationship building business development methods which is extremely cost effective.
Customer Service Coaching can really make a “shift” in your staff members’ attitudes as they learn to see the customer as a valued ally that in all circumstances should be respected for their role in your operation.
Customer Service Coaching methods instill a deep understanding and demonstrate a consistent message which your staff will learn to translate into outstanding customer service.
Customer Service Coaching enables management and staff to resolve disputes quickly and effectively.

The main purpose of our Customer Service and Dispute Resolution coaching program is to sharpen your management and staff’s customer focus and build customer satisfaction, loyalty and retention with every experience. It includes the following process:

Customer Service Coaching defines exactly what exemplary customer service should look like.

Through dialog, assessments, and surveys with executive and frontline management, front line employees, as well as your customers, we work together to pinpoint exactly what exemplary customer service is to them. Through continued analysis and management coaching, we create with management an overall definition that will resonate to those who either are responsible offer direct service to the players or guests who receive it.

Together we will specifically evaluate with management current challenges and opportunities regarding customer service and dispute resolution. This includes identifying the reasons why some customers may not have had an exemplary experience at your property.

Through these fact finding methods we also pin point areas of weakness where both customer and employee expectations are not being achieved. Close attention is paid to the motivation of the front line staff regarding their perceptions of both what is and how to give exemplary customer service as well as defining the relationships between both management and the customers. A deeper understanding of their roles will enhance how conflicts are resolved before they escalate.

A “plan of action” is designed to roll out to all those individuals and departments that have a direct impact in order to achieve exemplary service.

Upon gathering all the necessary facts from the various fact finding methods, specific goals are identified and a detailed plan is developed with management that will meet these goals. The “SMART” goal formula (specific, measurable, achievable, relevant, time sensitive) will be used as the bases of the action plan for each individual goal. Through the use of management coaching, the coach will assist in making sure management has addressed all relevant areas, is moving ahead in completing the plan, and is being held accountable for the follow through.

We will develop an easy and direct form of feedback to continually monitor the results that are being achieved through our Customer Service and Management Coaching.

The coach reviews with management what and how a feedback program looks like that will directly offer the tools to monitor the effectiveness of the plan. Are the goals being reached? Are the front line staff and customers having their expectations met? Are there areas that need to be changed as the market and expectations may be dynamic? In this type of management coaching, the coach challenges and supports management to develop effective methods to get the important feedback to keep service levels at the highest levels possible.

The coach and management will work together to create a method where required changes or necessary actions take place to keep performance at the highest levels.

Coach Jonathan Aronson has many years of personal experience specifically in Customer Service and Dispute Resolution Coaching. His program focuses on the development of the front line manager and staff to really understand how the customer impacts everyone associated with the success of all. This type of management coaching is important where an exemplary level of customer service is required. It is an excellent method to get this most important message embedded into the minds and hearts of all those who come in direct contact with your customers.
Additional Customer Service Group Coaching is available to front line employees, through workshops that ties into the “Plan of Action”. We add support for the implementation of the program though dialog analysis and role playing.

“We Stress Customer Service. The better time our passengers have, the more they will spend”. Jonathan Aronson “Cruise Industry News

YES……I WOULD LIKE TO KNOW MORE ABOUT CUSTOMER SERVICE AND DISPUTE RESOLUTION COACHING