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Customer Service Training
Thursday, May 10, 2018
– Friday, May 11, 2018
8:30am – 4:00pm
COURSE OUTLINE
Day 1
Welcome and Introductions
Environmental Analysis – Values Survey and Gap Analysis
Workshop and Debrief
The Benefits of Excellent Service
- Focus on Customer Service Success
- Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
- Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work
Communications and Perceptions
- Worldview perception and work relationships
- Trust busters and how to fix them
- The five axioms of conscious communication
- Mirroring and rapport
Building Better Relationships with Ourselves and Others
- Perception, organisational, emotional intelligence—and you
- Self-awareness, self-esteem and Self concept
- Case study to understand your styles—and how to flex them
Professionalism Under Pressure
- Understand How Emotions Are Created
- Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
- Use Body Language to Control Your Emotional State
- Honor Negative Emotions Positively
- Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
Recap and Homework
Day 2
Lightbulb Moments and Objectives Internal Customer Service
- Identify Internal and External Customers
- Appreciate That Internal Service Is Just as Important as External Service
- Understand the Two Levels of Customer Service
- Have Influence over Issues You Can’t Control
Managing Customers’ Expectations
- Appreciate That Customer Satisfaction Is Based on Perceptions
- Identify Your Customers’ Top Two Expectations
- Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
- Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations
The Importance of Perceptions
- Discuss How Perception and Image Can Impact Others’ Perception of You and of Your Job Performance
- Describe How Diplomacy, Tact and Credibility Are Demonstrated Through Good Communication
Setting Goals, Personal Action Plan Recap, Wrap Up and Evaluation
Event Location
Kapok Hotel & Conference Centre
Port Of Spain
Event Fees
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