Program Overview
For today’s marketplace, it’s not only what we offer, but how we deliver it that determines success. This program will provide participants with the knowledge and skills to ensure that products and services are delivered to standards agreed by the organization and the customer. Using practical examples and case studies, this program will revitalize your approach to service.
Who Will Benefit
Team leaders and managers of customer service or those aspiring to a customer service leadership role. This includes anyone charged with delivering on high level customer engagement outcomes.
Program Content
ϖ The ‘Big Picture’
ϖ Changes in Customer Service
ϖ Creating Excellence
ϖ ‘Fantastic Service Equation’
ϖ Service Mindset
ϖ Building Customer Service Culture
ϖ Creating ‘Moment of Truth’
ϖ The Six Levels of Service
ϖ The Six Critical Elements of Customer Service
ϖ Motivating Your Team for Service Excellence
ϖ Benchmarking
ϖ Building Loyal Customers
ϖ Personal Action Plan
ϖ Program Methodology
Duration:
- A 02-days long workshop for Personal & Leadership Mastery