Signature Service: The Key to Customer Satisfaction®

Wilson Learning
Training overview
Corporate / Group Training
2 days
Start dates
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Course description

Signature Service: The Key to Customer Satisfaction®

Businesses in every sector are experiencing increased competition as new, diverse players enter the market. When consumers have more choices, they perceive fewer differences among companies that provide similar services. Switching suppliers is easy, and customers can demand a higher level of service. To remain competitive, your business can’t afford anything less than the highest level of customer satisfaction. This means ensuring that customer contact personnel have the tools and skills they need to deliver the highest possible level of customer satisfaction.

Signature Service is a practical, results-oriented program that helps service providers at all levels develop and apply the skills necessary to ensure customer satisfaction. Signature Service recognizes four distinct customer conditions and provides specific approaches for successfully responding to each one. Service providers bring customers to a satisfied level, and then confirm customer satisfaction.

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Who should attend?

This program is a must for any organization looking to increase customer satisfaction and retain customers. Mastering these skills empowers your service professionals with the ability manage the interaction to convert not only the irate and highly dissatisfied customers, but also convert those who are indifferent to a level of high satisfaction.

Training content

Signature Service provides participants with the key skills for delivering superior customer experience. Your customer facing service professionals will be able to:

  • Apply a self-management approach to their interactions with others to consistently achieve better interactions with customers.
  • Create and sustain customer comfort throughout the entire contact
  • Determine the customer’s needs and expectations, while increasing customer comfort by demonstrating empathy
  • Help customers understand the information they need to know, and learn how to say “no” while maintaining a high level of customer comfort
  • Work effectively with customers in various conditions, including Insistent and Irate conditions, as well as Comfortable and Indecisive conditions

The Wilson Learning Advantage—Ensuring Learning Is Applied for Improved Performance

For any program to be effective, learning must be transferred to day-to-day work practices. To achieve this, a variety of performance application, reinforcement, and support tools are essential for any successful learning implementation.

The following tools, activities, and components ensure skills are learned, applied, and coached to for improved performance:

  • Pre-workshop communication to accelerate the readiness of both participants and managers
  • Learning designed for maximum transfer of new skills, with flexible delivery options (options vary by program)
  • Automated learner and manager reinforcement and application activities to ensure participants hone newly acquired skills, use them on the job, and managers effectively coach for sustained results

This program can be taught by a Wilson Learning facilitator or by an organization’s own leader-trained in-house professional.

Related Tools:

Organizations that partner with Wilson Learning have access to additional services to address their unique needs, including:

  • Implementation consulting
  • Assessment and measurement
  • Evaluation of performance impact


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About Wilson Learning

Wilson Learning

Our work with thousands of organizations has taught us that every organization is uniquely shaped by its history, culture, mission, values, lore, leadership, and, ultimately, its people. Every organization has a pulse. For 50 years, Wilson Learning has partnered with...

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Wilson Learning

8000 W 78th St, Suite 200
55439 Edina MN

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