Goals
This course will prepare you to:
- understand the unique value contribution
- develop their communication skills using the 4 Arrows of Power Communication
- understanding the Real Mindset & Expectation of a customer
- handling personal emotions when managing difficult customers
- help participants to discover what’s most meaningful to them in work so that they are able to contribute their best to build a successful team
- measure Your Customer Experience Performance Level by identifying the Ultimate Process
Audience
- Customer service personnel
Content
- Passion For Excellent Customer Service
- To help participants to understand the unique value contribution of each member in an organization
- Develop self-driven attitude
- Understanding the mindset of customer service performer
- a high-performing individual understands his/her goal and is passionate about giving the best service
- Applying the virtue of persistency by being determined in providing extraordinary service
- Power Communication to Create Effective Result
- Understanding what a REAL communication is and why is it important. Communicating is a continuous process when working in the service industry
- Participants will be able to develop their communication skills using the 4 Arrows of Power Communication
- Apply 5 simple communication success skills to build rapport with customers and to avoid ineffective outcome caused by lack of information or clarity
- New Mindset of Customer Effortless Experience Beyond Customer Delight or Engaging
- Understanding the Real Mindset & Expectation of a customer – Make it easy for them
- Conquering the new battleground for client loyalty by offering them effortless experience that is beyond customer delight or engaging
- Understanding and 5 tips in creating “Effortless Experience”
- Managing Our Emotions with Difficult & Different Type of People
- Effective methods for emotional self-control (EQ)
- Managing the emotions of irate customers
- Handling personal emotions when managing difficult customers
- Process Vs Performance Challenges
- Personal Transformation to Achieve Group KPI
- “Making A Switch” as a daily goal to experience a real personal transformation.
- To help participants to discover what’s most meaningful to them in work so that they are able to contribute their best to build a successful team
- Team Motivational Empowering Techniques provide the realization to each participant that they do not just perform for themselves, but for the development of a successful team
- Readiness to adapt and accept that challenges is part of transformation
- Be committed to switch and motivate others to switch to create a dynamic working environment
- Customer For Life Project
- Driving The Culture of Promote, Promote, Promote.
- Study your Customers Buying Pattern
- Measuring Your CX Performance Level by identifying the Ultimate Process
- Your Selling Style which creates the Desire to buy from you.
- I am my Customers Best Friend.
