How focused are you on your customers requirements?

What is the value of one customer to you?

How well are you doing in delivering service excellence?

Approach

Designed for anyone involved in delivering excellence in customer service. Our approach is to balance a strong process (DOOR Model of Service) with the mindset, skills and behaviours that produce outstanding results. Everything we do is participative and interactive. There will be work in pairs, small group work, role plays and exercises designed to stimulate, challenge and develop people's knowledge and skills.

Topics

Customer Centered

Building Rapport & Trust

Customer Needs & Expectations

Service Delivery

Continuous Improvement

Training Objectives

At the end of the Program you will be able to:

7.Continuously improve the service you provide.

Duration

Two Days

Program Schedule

Day One

Introduction & Welcome

Program Objectives

Personal Objectives

Service Excellence Model

Team Exercise

Customer Centered

Different Centres

Case Study

Service - Inside-Out

Team Exercise

Building Rapport & Trust

Trust Exercise

Four Pillars of Communication

High Trust Behaviours

Team Exercise

Personal Action Planning

Day Two

Customer Needs & Expectations

Success & Failure

First Impressions

Needs Analysis

Team Exercise

Service Delivery

Service Mapping

Building the Foundations

Managing Resistance

Team Exercise

Continuous Improvement

Customer Experience

Ultimate Question

Aspire, Achieve & Teach

Team Exercise

Personal Action Planning