COURSE OUTLINE

KEY LEARNING OUTCOME

Understand the Service Excellent Equation and develop the skills to create a positive client experience every time.

WORKSHOP TOPICS

OPENING PLAY

  • Poor Service

 

THE SERVICE EXCELLENCE EQUATION

  • Why is mediocre service not good enough anymore?
  • Service Behaviours: Linkages to Brand Image, Customer Expectations and Likelihood to Recommend

 

LIFE ORIENTATIONS

  • Understanding and identifying Behavioural Styles

 

DEALING WITH DIFFICULT CUSTOMERS

  • Stress and Coping Mechanisms
  • Preserving the Relationship

 

MYSTERY SHOPPING

  • Visiting businesses as discerning customers

 

APPLICATION OF THE LAWS USING CASE STUDIES

 

EMPATHY GAME

  • Putting yourself in the customer’s shoes and enacting the Golden Rule

 

ACTION PLANNING

  • Construct immediate on-job application plan with measurable targets