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We
define Service as "...an interaction with another person for the
mutual benefit of both parties".
The implication of this is that we are ALL in CUSTOMER
SERVICE, at work, at home, everywhere. However, this seems not
to be the case, as bad, inefficient, indifferent and sometime
downright rude ATTITUDES seem to prevail in our daily customer
service experiences.
We
very often mis-identify the importance and requirements of our
customer service efforts. We confuse the "ESSENCE" of the work
and the "FUNCTIONS" required to fulfill those positions. We
often see customers as interruptions of our daily work, rather
that the reason for our efforts.
Due to the influence of our Emotional Buttons and "SHADOWS" we
are often prevented from delivering service excellence or being effective in our teams
This builds frustration, anger, unhappiness and resentment,
which often lead to lower levels of self-esteem and
productivity and communications.
We then tend to take our customers outbursts as personal
attacks. Life and work becomes untenable unless…. unless you
have a strategy to build
"Customers For Life" relationships, you will begin
to notice you client base eroding on a long term basis.
Your Experience
Includes
-
What is REAL Service – Beliefs, Values, Attitudes & Actions
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Discovering, Understanding and Exceeding Customer
expectations
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Clarify Direction, Goals, Priorities and Values
-
Internal Transformation – Rules, Freedom and Confidence
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Customer – Trust, Needs, Empathy and Appreciation
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NLP And Customer Service Communications
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Emotional Management and Congruence
-
Develop new attitudes, values and beliefs
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Health Effects of Stress and better time management
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Relaxation techniques & Increased Personal energy levels
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Time line layout – Encounter planning and Reviewing
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Perspective Focus and Emotional Management
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Clarity of Essence vs Functions
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Effective Services Standards Strategies
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Greater Levels of Self worth, Self-esteem and Awareness
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Roles, Responsibilities and Rules
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Mission Statements & internal Team support
-
10 commandments of Time Management Success
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First Impressions and how Customers see us
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Critical Listening Skills
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Feed-back and feed-forward systems
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Smiles, nods and other Body speak
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Top Ten – Do’s, Don’ts and Habit’s
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Staff empowerment
- Top Teamworking Tips
- Your Competitive differentiation
-
Anchors and Buying strategies.
Duration:
1/2/3 days
(depends upon modules to be included and customisation
requirements of the environment)
Workbooks will be provide as well as a certificate of
attendance and completion.
For information on how you can
pump up your staff’s performance with AQ coaching and
customised workshops, contact Tony Dovale of Life Masters
Team Building. – 011 467-1763.Call 083-447-6300 for a FREE 30
minute intro session or presentation. email
webcoach@coachfree.com |
