EXTREME Customer Service!™

EXTREME Customer Service!™

The value of great customer service is priceless. Despite this, service is very often seen as a mere transaction between the organization and the customer. Organizations need to realise that it is not always about speed or shortening that queue. It is about creating a service culture that focuses on delighting customers at every touch point of the organization; it is about getting to know your customers and touching their lives.

It must be induced that customers have feelings; they want to be heard; they want respect;they want to feel special; andthey want a pleasant and memorable experience. Considering these feelings and emotions enables one to create a strong connection with customers. This not only implicates a rise in the bar of competition but also a boost in the morale and sense of self-fulfillment of the staff delivering the service experience.

Objectives & Methodology

This is a unique and practical program where participants will have a hand at experiencing real life customer service situations and scenarios. Organizations are given the option to have their staff go on a mystery shopping tour or to put their heads together in a dynamic project that allows them to create a first class service experience fortheir guests that can be immediately applied in the workplace. Either way,the positive ripple effect is immense! Action plans have been integrated into the workshop so as to reinforce the ability to apply learned strategies.

Course Outline

  • Greetings & Civilities
  • Service Rules of Thumb
  • Extending Personalized Service
  • Recognising Unexpressed Needs
  • Enhancing Communication & Deportment
  • Moments of Truth
  • Emotionally Engaging Your Customers
  • Creating Knockout Service Experiences!
  • Internal Vs External Customers
  • Building a Service Culture
  • The Art of Motivation
  • Empathetic Listening Skills
  • Service Language 101
  • Climbing Up the Service Ladder
  • Keep Them Coming Back!

Duration

  • 14 hours

Date of Workshop

  • To be confirmed

Time of Workshop

  • To be confirmed

Investment

  • $895 nett per participant

Certification

  • Available upon request

Location

  • To be confirmed

Dress Code

  • Business Casual Wear

Who Should Attend

  • Frontline Service Staff & Supervisors
  • Sales Staff
  • Receptionists & Call Centre Agents
  • Adults interested in honing their service skills in the Hospitality & Service Industries to gain a competitive advantage

Other Details

  • Investment includes two tea breaks and one lunch per day
  • A minimum of 16 participants is required before a class may commence
  • Additional fees apply for booking of transportation if required
  • Bulk discounts available for organizations so please inquire within

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