Soul Based Service Excellence

Course Overview

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation. “Go the Extra SMILE” - Soul Based Service Excellence provide you with an opportunity to explore your responsibilities within your role as a customer service representative.

As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this as a re-energizing time to build and expand from where you are now.

The workshop is designed for you to be equipped with tools and techniques that will allow you to:

• Uncover the true meaning of customer service
• Identify ways to establish excellence through effective communication
• Value the importance of timeliness, quality, consistency, and first impressions
• Determine customer needs by effectively understanding customer requirements
• Develop the skills and practice essential elements to manage difficult customer

Topics covered:

• Defining service excellence
• Who your customers are
• “I-AM Service Excellence Model “
• Meeting customer expectations
• “REAL Model of Customer Expectations”
• Self-image & first impressions
• Sustaining an Individual Level of Engagement
• Service excellence communication skills
• Appropriate sharing (showing respect)
• Managing difficult customers
• Service PRIDE

Training Methodology

The actual facilitation is highly interactive with:

Exercises

• Case studies
• Thought and introspection sessions
• Discussions
• Sound, image bytes & videos

Furthermore

• Delegates will be encouraged to talk about instances and situations that relate to their work and personal experiences
• Each ‘section’ revolves around an interactive format and encourages experiential learning and realization