June 14, 2016

Excite, Delight & Inspire

This is an interpersonal engagement programme that is designed to build the foundations of a customer focused culture and enable all employees to deliver memorable experiences.

  • Improve the customer experience through having a more engaging service
  • Improve the  quality, consistency and efficiency of employees completing day to day tasks and the delivery of service
  • Improve complaint handling and how employees deal with service issues
  • Upskill Managers & Trainers to deliver on the job training and employee skill development so they can lead higher performing teams

Our workshops have been designed to enable your managers and in-house trainers to identify and manage the areas of service that influences the customer experience. This is achieved through encourage positive employee behaviours or quickly correct negative ones.

Customer Engagement Workshops

Each workshops is practical, intense and interactive; allowing attendees to learn the fundamentals of the topic, allowing them opportunities to refine their knowledge and skills before putting their learning into practice back in the workplace.

  • Delivering Customer Service
  • Leading Customer Service

Excite & Delight: Delivering Exceptional Service - All staff

Outcome –  This workshop will provide service staff the foundation essential skills to deliver exceptional customer service. 

Learning Topics

The Value of Exceptional Service

  • Customer Needs & Expectations
  • The price of getting it wrong

Standards of Service

  • The customer service journey
  • Customer service Skills & Behaviours
  • Satisfactory vs Exceptional service
  • Defining Service Standards
  • Service touch points

Effective Communication

  • Understanding your communication style
  • Building Rapport
  • Using your voice effectively 
  • Body Language & Non-verbal Communication
  • Active Listening Skills
  • Questioning Techniques

Emotional Intelligence

  • Defining Emotional Intelligence
  • How emotions affect your performance.
  • Managing emotions in difficult situations.

Complaint handling & Finding Solutions

  • Value of complaints
  • Complaint handling Process
  • Understanding your customers with empathy 
  • Resolving complaints
  • Saying “no” effectively
  • Dealing with common complaints

Telephone Skills

  • Handling calls
  • Transferring calls
  • Using your voice more effectively
  • Using your words wisely
  • Closing the phone call

Action Planning

Audience – All Service staff

Duration –           2 Days

Measurements for success         

  • Improved customer feedback
  • Reduction in customer handling times
  • Reduction in complaints
  • Increase in product recommendations & cross promotions

About the author 

PE Admin

I have been involved in Learning & Development for over 15 years in Australia, and the UK. Having worked with a range of public and private business in both private and public sector. I have seen a lot of what works and also a lot of what doesn't. I believe that with the right tools, guidance and support anyone can train better on the job.

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