Wow Service, Experience & Loyalty Workshop

Wow Service, Experience & Loyalty Workshop

Managers Workshops Senior Managers Workshops Service & Experience Management Workshops Upcoming Programs

 Wow Service, Experience & Loyalty Workshop

 

Availability 

  • Classroom – February 16, 2021
  • Virtual (ZOOM) – February 17, 2021

 

 

Overview

Wow Service, Experience & Loyalty Workshop is designed to help customer-facing staff develop customer service skills that will increase customer loyalty, improve the customer experience, increase customer retention, and increase customer advocacy.

Designed specifically for customer service providers in high customer-contact organizations, Wow Service, Experience & Loyalty Workshop helps employees grasp and apply proven interpersonal and problem-solving techniques through fun experiential exercises, insightful small group discussion, skills practice sessions, and practical application. Participants return to their jobs with relevant tools and action plans to apply them.

Concrete problem-solving skills and techniques to insure a win-win outcome for both your employees, your customers and the business

Wow Service, Experience & Loyalty Workshop is a dynamic, interactive training program that promises to ignite great customer service in your organization. If you want to ensure that your organization’s customers are dazzled, loyal and committed, choose Blazing Service.

Wow Service, Experience & Loyalty Workshop is a fast-paced, interactive training program combining best practices of classroom instruction with easy-to-use systems after the workshop

 

What You Will Learn

At the end of the workshop, participants will learn how to:

  • develop the interpersonal and problem-solving skills of your customer service providers;
  • maximize learning transfer, retention and application with techniques delivered at the workshop;
  • apply practical tools for reducing customer defections;
  • wow Service, Experience & Loyalty best practices to your organization reducing customer defections; and
  • deploy the techniques received to increase repeat business, maximize revenues and customer loyalty and advocacy

 

Who Should Attend

Any organization with employees who provide customer service, including bank tellers, customer service representatives, telephone call center representatives, cashiers, retail sales associates, and anyone who delivers a product or service involving customer contact.

 

Certification
Managing A Retail Outlet For Maximum Results Workshop is a retail business management certification course. As such, participants will be issued certificates at the end of the workshop.

 

Retail Sales Skills Workshop

 

 

Outline

 

Blazing the Service Path

  • Identify your personal service style and quality
  • Describe the blazing customer experience
  • Avoid the smoldering customer experience

 

Thinking Like Your Customer

  • Internalize your organization’s customer service markers
  • Manage the customer’s expectations and experience
  • Engage customer loyalty with Blazing Service

 

Winning Customer Hearts and Minds

  • Provide appropriate empathy to customers
  • Recognize customer types and needs
  • Apply the seven behaviors that engage customers

 

Solving Customer Problems

  • “Own” the problem and the solution
  • Apply a 5A-step model to resolve customer issues
  • Apply a 7A-step model to resolve customer issues
  • Give options to engage customer satisfaction

 

Handling the Heat

  • Defuse customer anger
  • Manage your emotions in the face of unreasonable demands
  • Transform heated emotions to resolved problems

 

Fixing the Systems

  • Identify system issues that require attention
  • Communicate issues without blame or judgment
  • Recommend service enhancements

 

Maximizing Moments of Truth 

  • Undestanding moment of truth
  • Creating moments of magic
  • Turning moments of pain into moments of magic
  • Maximizing moments of magic

 

The Wow Customer Service, Lasting Customer Experience, Loyalty and Advocacy Chain

 

Basic Marketing Skills Workshop

 

 

Delivery Method:

  • Facilitation, Presentation (PPT)
  • Video
  • Cases & Discussions
  • Role Plays (Classrom Only)

 

Date:

  • Classroom – February 16, 2021
  • Virtual (ZOOM) – February 17, 2021

 

Time:

  • Classroom – 10:00 am-4:00 pm
  • Virtual – 10:00 am-1:00 pm

 

Venue:

  • Classroon – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos
  • Virtual – Zoom Live (Link will be sent to paid participants only)

 

Fee:

  • Classroom – N55,000
  • Virtual – N35,000

 

REGISTRATION & PAYMENT:

Register your nominees and pay online here

 

OR

Send all nominations to info@bervidson.com and make payments to:

  • Bank: FCMB
  • Account Name: Bervidson Consulting Limited
  • Account No: 3432812015

 

For more information, call or email us today.

3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria +234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444 info@bervidson.com , www.bervidson.com

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