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Keeping Them: It's All About Service

Overview

Every time an employee interacts with a customer, your organisation is tested on how good your service is and how well trained your staff are.

To create a distinctive level of customer service, organisations must manage both the quality of their product and the quality of all encounters with their customers.

Customer

Contents

  • Identifying critical points of impact
  • Managing our "Moments of Truth"
  • "What do they expect from me ?"
  • Building Rapport and Making them Feel Good
  • Listening and Empathising
  • When Service Breaks Down
  • Resolving Difficult Situation
  • Dealing with Emotional Behaviour
  • Action Planning
Methods Pre-Workshop : On confirmation, the trainer will meet selected participants to identify training needs and collect information to ensure the relevance and transfer of learning.

Workshop :The participants will learn the skills in a highly interactive environment. Role-plays will resemble actual problems faced at work and they will also be recorded.

Post-workshop :Optional follow-up sessions can be arranged to reinforce the learning and identify the participants' difficulties faced in applying the skills or other areas that need coaching.