Customer Centric Employee SPECIALS

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Learning Objectives

To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution.

Defining Customer Service

The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.

The Basics Of The Brain You REALLY Need To Know About

This section gives a basic understanding of human social dynamics, why we do what we do, and why we feel what we feel. This is an extremely important foundation for the rest of the course

Who Are Your Customers?

In order to give the best service possible, we need to make sure we know who our customers are. We will look at some basic ways of anticipating customer needs.

Meeting Customer Expectations

We will look at how great Service can add value to Customers in the areas of, timeliness, quality and consistency.

Taking Ownership

Taking ownership is important for making sure we are engaged and content in our work, as well as making sure our company's image is maintained well. We will look at how important this concept is in conflict situations with customers.

Business Etiquette

There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover.

Active Listening and Communication

This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well.

Telephone and Email Etiquette

We will cover some simple ways to improve our communication over the phone as well as looking at some basic telephonic etiquette.

Emotions: Sometimes We Have Them, Sometimes They Have Us

This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to other's emotions, and managing our emotions.

Self-Esteem and Confidence

Self esteem and confidence do not only make us feel good, they also improve our performance. We will look at how we can grow this self perception.

Increasing Assertiveness

Many people find it difficult to be assertive and others find it difficult to distinguish that from aggressiveness. We will look at the very physical differences that distinguish assertiveness and aggressiveness.

Conflict Management

This session will use the method of blending and redirecting to manage conflict and work towards common goals.

Managing the Talkative Caller

We don't want to discourage communication with our customers. This section discusses dealing with these callers gently.

Dealing With Difficult People

In this section delegates will have an opportunity to work through scenarios with different difficult callers.

Problem Solving

We will learn the basic concepts of getting to the bottom of a problem and addressing it.

Doing Your Part Well

This section will recap a few of the concepts covered already and remind the delegates that good service is an individual value.

Dealing with Stress

We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.