Breaking through the old mindset and taking action to delight your internal customers now. (2 days)
  DAY 1
  Introduction & Creating The Context
  Video Role-Play – The Benchmark
  Walking The Talk – Aligning Individual & Org.
  First Impressions & Superior Service
  Delivering Superior Service Face-to-Face: The 3Vs of Communication
  Video Role-Play Review
  Video Role-Play & Review – Service Breakdowns
    DAY 2
  Review of Day 1
  Managing Customers’ Expectations
  Parts of A Service Interaction – Practical Application
  Managing Upset Customers Constructively
  Video Role-play & Review - Angry Customer
  Personal Development Plan
     


Connect with your customers, make a positive impression and build relationships through the telephone. (1 day)
Introduction & First Impressions
  Walking The Talk – Aligning Individual & Organization
  Telephone Grooming – Providing Superior Service On The Telephone
  Telephone Role-plays
  Telephone Etiquette – Parts of A Telephone Call
  Telephone Role-play Review
  Turning Difficult Situations Around
  Managing Difficult Callers – Role-play
  Role-play Review, Debrief, Development Plan
     


Breaking through the old mindset and taking action to delight your internal customers now. (1 to 2 days)
Introduction & Creating The Context
  Projecting A Positive Image
  Understanding The Concept of Service
  Understanding The Hierarchy of Customer Expectations
  Characteristics of a Service Leader
  Application Session
  Verbal & Nonverbal Communication For Superior Service
  Superior Service Face-to-face – Role-play
  Superior Service On the Telephone
  Telephone Role-play
  Managing Upset Customer Constructively
  Personal Development Plan
     


Managing your upset customers constructively and learning from service breakdowns. (2 days)
  DAY 1
  Introduction, The Lights Up & The Boomerang Theories
  Verbal & Nonverbal Communication for Superior Service
  Managing Customers’ Expectations
  Superior Service Face-to-face
  Video Role-play & Review
  Managing Upset Customers Constructively
  Turning Difficult Situations Around – Role-play
    DAY 2
  Review of Day One
  Recovering From Service Breakdowns
  Learning from Service Breakdowns
  Learning from Service Breakdowns – Role-play
  Creating A Personal Development Plan