Transforming Service Into Impact

Introduction

If Jackie Chan and Angelina Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready and eager to serve them. If Maya Karin walked into your boutique, you would immediately show her the best and finest available in your shop. If Anuar Zain was on the phone asking questions, you would do whatever you could to get him his answers.

What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.

This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when facing your customers every time.

Transforming Service Into Impact focuses on the following areas:

• Active listening and discovery questioning
• Communication
• Contribution
• Handling difficult conversations
• Relationship building

Learning Outcomes / Benefits

After this training workshop, participants will be able to:

• Create a new relationship with time and results
• Deliver a service experience that leaves a positive, lasting impression on the customer’s mind
• Develop strategies for dealing with difficult customers
• Have an in-depth understanding of your customers
• Use various strategies to develop winning solutions for your customers

Key Content

Module 1: Overview

• Context setting
• The Customer Relationship Dial
• What customers need
• The value of customer retention
• Relationship marketing basics

Module 2: Interpersonal Communication

• Building credibility
• The 4 Quadrants
• Our communication style
• Other styles
• Shifting into positive action

Module 3: Being Effective In Communication

• Applying learning in the workplace and relationships
• What others say and do and what is important to them
• What we do more of when serving others
• What we avoid doing when serving others
• Revealing our blind spots

Module 4: Key Pillars In Communication

• Discovery questioning
• 6 types of questioning
• 3 techniques in discovery questioning
• Active listening
• 6 techniques in active listening

Module 5: The 5-Star Customer Service Cycle

• The most beautiful word
• The SMILES process
• Getting things done the customer’s way
• The elephant in you
• Promising promises

Module 6: Dealing With Difficult Customers

• Type of difficult customers
• The LIAR Model
• Saying the right things
• Finding the best moment
• Dealing with emotions

Module 7: Handling Customer Complaints

• Types of complaints
• The EASE Model
• Complaint channels
• Service level agreements
• Complaints to advantages

Module 8: Relationship Management

• Building meaningful relationships
• 4 levels of relationship experience
• The WOW Factor
• Creating a relationship commitment contract
• Coaching performance

Target Audience

Those involved in hospitality, marketing, sales, front-line and customer-support as well as everyone who has a stake in the organization’s top line revenue growth and its sustainability.

Methodology

To change your direction, shift your thinking. However long ago you learnt to ride a bicycle, it’s likely an experience you’ve never forgotten. The skill remains with you today. When was your last corporate training program? How much of what was learnt is actively applied in your business today? Are all that remains the workshop manuals left on your shelf?

Our programs are initiatives that last. They encourage new ways of thinking. They open up ways to create extraordinary achievements. We believe individual behavior and attitude contribute significantly to the overall excellence of your organization. So, we focus on what really matters.

Our unique methodology of combining experiential, instructional and discovery learning, and supported by modern coaching technology, creates powerful shifts in attitudes and behavior that will encourage sustainable change in your organization. These changes make an impact on results where it matters.

In our programs, you can expect an extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games and activities, group discussions, lectures, psychodramas, simulations, story-telling and structured instruments.