Objectives
- Understand what makes a difference to customer experience
- Creating consistent and value building interaction cycles with your customer
- Mastering the art of managing expectations
- Managing difficult people in a challenging environment
- Learning the Elements of Motivating Employees
Program Description
Any organization is sustained by its customers. Bottom line, customers ensures the existence of an organization. An internal customer is also a crucial factor to focus on and should be given its due attention.
This program is designed with a view to create a customer focused mindset amongst your employees. By right, everyone in an organization should work for their customer’s interest at heart but the truth may not always be the case. Sometimes, they deal poorly with their internal colleagues too thus creating a lot of tension and tasks are carried out poorly due to lack of cooperation.
Service with a difference is about creating customer focus all around the organization (both internal and external customers), as well as from an inside and outside position. Service begins with “ME”.
This program is designed to
- focus back to the customers and techniques on how they can serve them better
- Understand organization and planning skills for better management of tasks, a core area in ensuring customer’s priority in everything they do
- Manage team’s expectation to ensure team members are aligned and work cohesively towards a similar goal.
Participants will learn how to balance all three of these components in order to work both effectively and efficiently.
Who Should Attend
Frontliners, Customer Service personnel, Operations personnel
Duration
2.0 days