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.
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
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
