Service Excellence Advanced

Would you like to reflect more deeply on what you do and how you do it? Would you like to learn new ways to consistely exceed your customer’s expectations? If so, this cahllenging ang highly practical workshop has the answers. The workshop focuses on the theory and skills needed to consistenly deliver service excellence for both external and internal customers.

Methodology

  • Individual & Group Exercise
  • Demonstrations
  • Role Plays
  • Small groups and 1:1 coaching sessions
  • Video Recording

Objectives

  • Consistenly exceed your customer’s expectation.
  • Think of new ways to respond to routine situations.
  • Provide a model of best practice for less experienced colleagues.

Course Overview

During this workshop participants will be able to define service excellence at your organisation, to explore how to respond to customers with empathy, to provide a model of vbest practice for your team (video project).

Who Should Attend?

Any frontline employees with several years of customer service experience.

Empathy

  • Discovering how to show empathy effectively
  • Dealing with complaints using L.E.A.P.
  • Devising creative solutions to routine problems

Delight your internal customers

  • Focusing on your colleagues
  • Elevating your emails
  • Showing your qualities

Topics Covered

Introduction

  • Defining the customer experience at your organisation
  • Identifying barries to achieving service excellence

The Costumer Journey

  • Defining and mapping customer service journeys
  • Analysing and enhancing a typical customer journey

Commnicating with your customers

  • Reviewing the 3Vs of communication
  • Developing rapport through facial expressions and body language
  • Using your voice to create a connection

Advanced communication techniques

  • Pacifying angry customers
  • Selling the A.P.P.L.E way
  • Using positive words to win customers

Let’s talk

Do you have questions about how we can help you? Send your questions via the button below, because we are ready to help you with alacrity.