Details

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Service Excellence Now Mindset
Duration: 2 Days
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
"Resigning already? But you just began!" We totally get it—COVID flipped everything upside down, and some businesses lost their customer service mojo. But fear not! This training is here to save the day. We're all about keeping your service team positive, engaged, and excited about their role. Through this training, we aim to instil the right mindset about customer service. From cracking the customer service code to unleashing superpowers, we're here to guide your customer service team through personal growth, tough situations, and the rewarding aspects of a customer service career. Let's dive in and lay the groundwork for a brighter, bolder future!

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

• Demonstrate a deep understanding of exceptional service principles
• Demonstrate enhanced personal and professional growth
• Demonstrate awareness of the benefits and opportunities in customer service
• Demonstrate proficiency in cultivating the right attitude, skills, and knowledge
• Demonstrate proactive problem-solving and relationship building skills

KEY CONTENT
Module 1: Cracking The Code Of Customer Service

• What is customer service
• The significance of customer service
• How customer service creates waves
• Customer service as a differentiator

Module 2: The Customer Service Superpowers

• How your role fuels personal and professional growth
• How your positive vibes impact your personal journey
• Storytime: real-life adventures in customer service growth
• Unleashing purpose and joy in customer connection

Module 3: The Power of A Career In Customer Service

• Growth trajectories in customer service careers
• Perks and benefits of customer service careers
• Navigating your customer service career journey
• How customer service careers shape lives and communities

Module 4: The Right Attitude, Skills, And Knowledge

• The requirements of service excellence NOW
• Tuning your attitude for service success
• Mastering the must-have skills
• Knowledge is power

Module 5: NOW Mindset Makeover

• From duty-bound to customer-crowned
• Make them go “WOW”
• Professionalism and integrity
• Growth, change, and thinking out-of-the-box

Module 6: 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 7: Common Customer Service Challenges

• Handling customer complaints and dissatisfaction
• Dealing with difficult or aggressive customers
• Managing time and prioritizing tasks
• Resolving technology and system challenges

Module 8: 15-minute Mini SPA

• Customer service stressors
• The Zen Zone
• Creating a supportive environment
• Commitment to self-care

METHODOLOGY
The method of learning would include:

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan
• Stress-relief exercises