Serving Excellence

••••Customer Service training with the pharmacy staff in mind•••• What Is the ROI of Great Customer Service? • Some consumers are willing to spend up to 17% more on average with businesses that have strong customer service. If your service is good enough, you can charge more, increasing profit. • Millennials will pay about 21% more on average to purchase from brands with strong customer service. • Great customer service that “rescues” a negative customer experience can convince 70% of previously unhappy clients to do business with them again. • 96% of consumers say that customer service is a crucial influential factor in their buying decisions and in their loyalty to a brand. • 93% of consumers are more likely to purchase repeatedly from businesses that have great customer service.

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Course curriculum

1. A dream so big, serving and touching the lives of others!
2. What to Expect
3. Intro to Lisa and her approach to customer service where it matters most!
4. YOUR BONUS WITH PURCHASING SERVING EXCELLENCE
1. Intro and The "Why" of Serving Excellence
2. Guidelines to Answering the Phone
3. Employee Onboarding Training Template
4. Assignment
1. Understanding the Prescription
2. HIPPA Communication with Patients Family
3. Assignment
4. Workflow Assessment Tool
5. Module Two: Understanding Pharmacy Lingo
1. Module Three: It Starts With Self Awareness
2. John Maxwell DISC Assessment Quiz
3. Communication with Others Cheat Sheet
4. Assignment
1. Module Four: Are you Listening?
2. REHEAR Technique
3. The 10 Laws of Listening
4. Active Listening
5. Assignment
6. Listening Assessment
1. Module Five: Moments of Truth, Body Language and Communication
2. A Deeper Dive Into Body Language
3. Creating A "WOW" Plan for your Pharmacy
4. Assignment
1. What did you think about Serving Excellence?
1. Module Six: Harmony in the Workplace:navigating team dynamics
2. Assertive Communication Technique
3. The Service Recovery Process
4. The Drama Free Office
5. Thinking about Thinking Questions
6. Service As Defined By Customers
7. Serving Excellence Phrases

About this course

$149.00
35 lessons
Equipping to hire the best people, regardless of previous pharmacy experience.••••Don't miss the special bonus offers included in this purchase: Bonus includes Maxwell DISC Personality Indicator Report with a 45-minute virtual personal action plan (Valued at $75.00) • The Report includes: • PowerDISC – your strengths in leadership • Team Role Preference – how you think and function best in the team. • Workplace tips for your professional style • How you respond under pressure • Communication do’s & don’ts • Value to the Team • 60 minute one on one virtual coaching session with Lisa Baker (Value $75.00) • Review what is going well • Any challenges you and or the team have • Any other support needed to set up for success
Six Week Course to invest in the FACE of your business.
• Self-Paced Learning: You can access the course material at any time and work through it at their own pace, accommodating different schedules and learning styles. • Accessibility: On-demand courses can be accessed from anywhere with an internet connection, which makes it easy for you and your team across different locations to participate. • Consistency in Training All learners receive the same training material, ensuring consistency in the knowledge and skills being taught across the organization. • Access to downloadable resources, templates, and guides that you can refer back to after the course. • Employee Empowerment and Engagement • Serving Excellence Training can boost employee confidence in handling customer interactions, leading to higher job satisfaction and better performance. • Improved Customer Satisfaction • Better Service Quality: Employees who are well-trained in customer service are more likely to provide high-quality, consistent service, leading to improved customer satisfaction and loyalty. • Return on Investment - businesses that prioritize customer experience grow their customer lifetime value by 2.3X on average.

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