Description
Quick-Wins For Now Results
Duration: 2 Days
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm
INTRODUCTION
Imagine your team of customer service equipped with top-notch skills and navigating the ever-changing world of customer behaviour. Our program offers an in-depth exploration of the latest 2024 trends in customer behaviour, providing valuable insights to help your team stay ahead of the curve. Learn how to effectively leverage feedback for quick-win actions and transforming challenges into opportunities for growth. With our simple yet powerful strategies, your team will craft memorable experiences that leave customers raving.
LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:
- Demonstrate a profound grasp of exceptional service principles
- Demonstrate effective navigation of challenges and setbacks
- Demonstrate the prioritization of timely responses and resolutions
- Demonstrate proactive problem-solving and relationship-building skills, fostering long-lasting connections
KEY CONTENT
Module 1: Customer Service Unwrapped
- Why service excellence is the cherry on top of business success?
- Mindset that turns boring customer service into legends NOW!
- The right attitude, skills, and knowledge
- Sprinkle a little happiness into your workplace
Module 2: The New Customer Behaviour
- Patterns of the new customer behavior
- Preferences and expectations
- The changing trends and desires that shape customer needs
- What makes customers 'add to cart' and 'check out'
Module 3: Leveraging the voice of customers
- Treasure that customer feedback!
- Utilize social media platforms to analyze customer feedback
- Turn feedback into quick-win action NOW!
- Create a feedback loop that ensures continuous improvement
Module 4: Building Rapport with Style and Professionalism
- The magic of empathy, active listening, and positive body language
- Grooming and professionalism mini workshop
- The art of verbal and non-verbal communication
- Handle real-life customer interactions with ease and confidence
Module 5: Handling Difficult Customers
- Why bother difficult customers?
- Types of difficult customers
- Strategies to handle difficult customers
- Leave no problem unsolved
Module 6: Delight, Don’t Just Satisfy!
- Boost your RFM!
- Create lasting impressions that leave customers smiling
- Ways to exceed expectations
- Leave them raving and obsessed!
Module 7: Why YOU Matter to Yourself, The Organization and The Customer?
- Tune in to our emotions and reframe how we think: Why does it hurt us?
- Self-care: How can we remain calm, and how can we manage our stress?
- The 10-10-10 Rules:
- How will I feel about this in 10 minutes?
- How will I feel about this in 10 months?
- How will I feel about this in 10 years?
- When to seek team support, and where to seek for help?
Module 8: Ready, Set, Grow!
- The SMART goals
- Specific
- Measurable
- Achievable
- Relevant
- Time-bound
- Create action-packed plans
- Foster accountability
- Reflect and roar!
METHODOLOGY
The method of learning would include:
- Experiential activities
- Role play
- Interactive group reflection, discussion and facilitation
- Action plan
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