Objective
This workshop will expose participants to how empathy is used to earn customer trust, it will increase the awareness and commitment to deliver exceptional customer experience, equip participants with techniques in building rapport and exceeding expectation of both the internal and external customer, provide strategies for service recovery and issue resolution and highlight the importance of impression and initial moments. The objective of the workshop is to expose participants to the strategy and skills that can be used to increase their organisation’s Net Promoter Score (NPS). NPS is a management tool that can be used to gauge the loyalty of a company’s customer relationships. It serves as an alternative to traditional customer satisfaction survey and claims to be correlated with revenue growth. NPS is reputed to have been widely adopted with more than two thirds of Fortune 1000 companies using NPS.
Modules
Some of the modules we will cover include:
- Customer Service Principles
- Attitude
- Emotional intelligence
- Understanding Customer Needs & Expectations
- Handling Complaints
- Communication Skills
- Obstacles to Customer Service
- Customer Service Scenarios
- Complaint Resolution
- Service to Sales
- The concept of Net Promoter Score (NPS)
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