Creating a Customer-Centric Mindset
Having a customer-oriented mindset is very important for the organization. Customer Satisfaction is a key area to ensure the success of a company. Therefore, it is vital that all staff are equipped with essential skills to manage any type of customer professionally. Internally the spirit of customer service must be embraced so teams can work together to achieve a common service vision. As such this workshop encourages participants to ‘wear their service hat’ at all times. This workshop equips
participants with tried and tested methods to manage all types of customers.
The workshop is highly interactive, and it uses exciting methodologies to draw insights from participants. The module outline has been designed as a 2-day workshop. However, this can be customized to suit the requirements of the clients.
- To identify & develop the service vision of the company as a common goal.
- To understand how one’s role impacts customer satisfaction.
- Identify the difference between internal and external customers.
- To develop key communication skills to understand & communicate effectively.
- To identify customer personalities over the phone and ways to communicate professionally with different types of customers
- To apply proven techniques for handling difficult customers
- To create a service culture for continuous improvement
- Customer Service Representatives
- Customer Service Managers and Supervisors
- Sales Professionals
- Frontline Staff
- Team Leaders and Department Heads
- Business Owners and Entrepreneurs
- Group Discussions
- Sample Call audit & Review
- Listening Exercises
- Role Plays & Simulation Exercises based on situations at work
- Video
- Facilitator & Peer Feedback
- Experience Sharing
- Games
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