Details

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Quick-Wins For Now Results
Duration: 2 Days
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
Imagine your team of customer service equipped with top-notch skills and navigating the ever-changing world of customer behaviour. Our program offers an in-depth exploration of the latest 2024 trends in customer behaviour, providing valuable insights to help your team stay ahead of the curve. Learn how to effectively leverage feedback for quick-win actions and transforming challenges into opportunities for growth. With our simple yet powerful strategies, your team will craft memorable experiences that leave customers raving.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Demonstrate a profound grasp of exceptional service principles
• Demonstrate effective navigation of challenges and setbacks
• Demonstrate the prioritization of timely responses and resolutions
• Demonstrate proactive problem-solving and relationship-building skills, fostering long-lasting connections

KEY CONTENT
Module 1: Customer Service Unwrapped

• Why service excellence is the cherry on top of business success?
• Mindset that turns boring customer service into legends NOW!
• The right attitude, skills, and knowledge
• Sprinkle a little happiness into your workplace

Module 2: The New Customer Behaviour

• Patterns of the new customer behavior
• Preferences and expectations
• The changing trends and desires that shape customer needs
• What makes customers 'add to cart' and 'check out'

Module 3: Leveraging the voice of customers

• Treasure that customer feedback!
• Utilize social media platforms to analyze customer feedback
• Turn feedback into quick-win action NOW!
• Create a feedback loop that ensures continuous improvement

Module 4: Building Rapport with Style and Professionalism

• The magic of empathy, active listening, and positive body language
• Grooming and professionalism mini workshop
• The art of verbal and non-verbal communication
• Handle real-life customer interactions with ease and confidence

Module 5: Handling Difficult Customers

• Why bother difficult customers?
• Types of difficult customers
• Strategies to handle difficult customers
• Leave no problem unsolved

Module 6: Delight, Don’t Just Satisfy!

• Boost your RFM!
• Create lasting impressions that leave customers smiling
• Ways to exceed expectations
• Leave them raving and obsessed!

Module 7: Why YOU Matter to Yourself, The Organization and The Customer?

• Tune in to our emotions and reframe how we think: Why does it hurt us?
• Self-care: How can we remain calm, and how can we manage our stress?
• The 10-10-10 Rules:
  • How will I feel about this in 10 minutes?
  • How will I feel about this in 10 months?
  • How will I feel about this in 10 years?
• When to seek team support, and where to seek for help?

Module 8: Ready, Set, Grow!

• The SMART goals
  • Specific
  • Measurable
  • Achievable
  • Relevant
  • Time-bound
• Create action-packed plans
• Foster accountability
• Reflect and roar!

METHODOLOGY
The method of learning would include:

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan