2 Hour Focus Sessions – Customer Service
These customer service related 2 hour focus sessions are ideal for rapid improvement in key development areas.
Minimum 3 sessions per day.
Select from the topics below or contact us to customse a topic based on your key needs.
|
2 hour Topic |
Session Overview |
| Values Brand and Customer Service Principles | The information delivered during this workshop will refer to the terms Values, Brand, and Customer Service Principles as they apply in your organisation. The goal of this workshop is to create a path to tie all messages back to these concepts, helping participants to make sense of the work they do in relation to the growth and direction of your organisation. |
| The Importance of Congruence in Branding Values and Customer Service Principles | The information delivered during this workshop will engage the participants in discussions about how organisational branding influences the perceptions of customers and employees. This workshop will create grounding for the importance of congruence between the internal and external branding and all other organisational initiatives (Values, & CSPs). It will also inspire discussions about how internal and external branding creates expectations. |
| Living the Message of Your Organisation’s Branding and Values | The information delivered during this workshop will establish the behaviours that are appropriate for your employees. The goal of this workshop is to assist employees in becoming great decision makers regarding the way they speak, they way the behave, and the way they conduct themselves in all other day-to-day aspects of their jobs with relation to your organisation’s branding. |
| Understanding WOW | The information delivered during this workshop will establish a foundation for the factors that can differentiate your organisation in the market ~ with regard to the perceptions of customers. The goal of this workshop is to engage participants in an activity that will result in a workable list of ways to exceed the expectations of customers. |
| Emotional Intelligence
# 1 |
The information delivered during this workshop will introduce the basic concepts of Emotional Intelligence. The goal of this workshop is to set a baseline of internal thought that will help to govern the external choices that govern day to day behaviour in the workplace. |
| Emotional Intelligence
# 2 |
The information delivered during this workshop will provide specific tools and techniques for managing emotions, attitudes, and reactions to difficult situations building on the foundations of EI#1.
N.B. we recommend EI #1 and #2 be taken together. |
| Customer Interaction: What to Listen for and How | The information delivered during this workshop will present an activity for participants to recognise their listening behaviours and habits. It will then provide tools and techniques for participants to continually improve their listening skills. |
| Positive Negative Language | The information delivered during this workshop will establish the basis of language choice for participants. It is designed to get participants to acknowledge their own habits about the words they use on an habitual basis. This session will present powerful and positive language choices and alternatives that will serve them in their daily jobs ~ and lives. |
| Customer Interaction: Responding to Customer’s Very First Words | The information delivered during this workshop will provide your staff members with an opportunity to practice your organisation’s standard greeting (if you have one) and a responding process designed to build rapport. The goal is to help participants become proficient in the process during this first and most critical part of the communication with customers. |
| 6 Qualities of Vocal Control | The information delivered during this workshop will provide participants with information, tools and techniques to manage the sound of their voice, and have the ability to express empathy and other desired emotions during a customer interaction. |
| Discovering what the Customer Wants | The information delivered during this workshop will introduce the concepts, tools and techniques embedded in a sound discovery process. It will present a solid case for the importance of creating an appropriate discovery path to uncover what the customer needs ~ and not always relying on the computer system to drive the conversation. |
If you have a topic in mind that you would like to bring to your staff, feel free to contact us with your request – we offer an expansive range of Focus Sessions designed to lift workplace morale and productivity.
Book Your Sessions Now
Phone 1300 305 789 or use the form below
