This course isfor organizations, businesses, and individuals alike who understandthat customer service is the secret sauce to an organization's success. It will attract:

• Directors, Vice Presidents, General Managers.

• Department Heads of Customer Service, Marketing, Sales, and Human Resources.

• Executives in charge of corporate strategy planning.

• Business owners keen on connecting with their customers at a deeper level.

• The Psychology of Customers: To deliver exceptional customer experiences, employees must have an insight into the customer mindset. Understanding of the Customer Service Trinity and the Head, Heart and Hand model introduces the employees to the Why of customer excellence.

• Customer Experience Journey Mapping: Attendees map their organization's customer experience journey, focusing on TEA: Touch points, Emotions, and Action points.

• The Human-Process-Human Principle: This emphasizes on the human touch in customer interactions, using primacy and recency laws; discuss small touches for memorable visits, minimizing complaints, and enhancing experiences.

• The Communication Toolkit: This toolkit, grounded in Eric Berne's Transactional Analysis theory, advocates maintaining an Adult communication mode in customer service for confident and respectful interactions.

• Complaints: We look at the Ultimate formula for resolving customer complaints, known as LAQUEST

• Mental Self-care: This module draws content from Positive Intelligence and it explores the concept of 9 saboteurs that can undermine our mental well-being when triggered and how we can consciously shift to Sage mode.

MODE OF DELIVERY:

This interactive training will be delivered in a flexible manner that suits the participants schedules. The training will be delivered through Face to Face Training in an Executive Workshop Environment.

What Sets Us Apart?

• Proven Methodologies: This program utilizes a unique framework that examines customer service from the perspective of five pillars. Each pillar delves into tested, tried, and true models, and instructors break down each model to make it digestible and easy to understand.
  The program harnesses the power of storytelling to bring the models to life, enabling attendees to apply the lessons practically in the workplace.
• Workshop style interactive classes: Our classes are small, allowing attendees to interact with both their peers and instructors to share ideas and receive feedback. This ensures that the program maintains a high quality. Real life business Case Studies and simulations are used to enhance learning transferability to the workplace.
• Focus on Self-care: Undoubtedly, the responsibility of catering to customers can be emotionally taxing, highlighting the crucial need for employees to prioritize their mental well-being. This program delves into positive intelligence, equipping attendees with valuable tools to navigate stress and handle challenging situations.
  Our course empowers individuals to manage these pressures effectively, ensuring they don't become mentally drained in the process.
• Focus on Experience not just Service: The course focuses on shifting the mindset from delivering service to orchestrating exceptional customer experiences. This involves understanding the emotional journey beyond transactions, building genuine connections, and fostering brand loyalty.
• Innovation and Future-proofing: The course delves into emerging trends and the future. It discusses how customer service is evolving with new technologies and changing customer expectations, preparing executives for the future of customer interactions.
• Going Beyond the Training Room: Application Oriented: Following each module, the participants will generate action steps that they will implement once they return to the workplace. The Action Plan will be guided by the STOP, START, CONTINUE framework.