Core Programmes: Customer Focus
Leadership | Resilience | Emotional Intelligence | Customer Focus |
Communication and Building Relationships | Stress Management | Sales & Negotiation |
Front Line Management | Team Building & Executive Retreats
Hooked on Service
This series of workshops provides essential customer service and customer focus skills, especially for front line customer service staff and call centre operators. Run over 2 days, the programme also showcases the
"Fish! Philosophy" (Steve Lundin) to demonstrate that, with the right attitude, customer service can be fun!
Customers First (incorporating HBDI™)
This series of 3 workshops (Bronze, Silver and Gold) progressively builds capability from a platform of "Customer Service Essentials" to a series of sophisticated Customer Focused Skills. Participants learn to develop language strategies to enhance influencing skills, and understand how we sense, as well as hear language. Participants are taught the concepts of Meta-positioning and the application of predicates as a means of improving influence.
The ART of Customer Service
This workshop begins with a definition of Customer Service, aligned to each client's organisational delivery standards. It examines the 4 Core Actions of customer service, and gives consideration to dealing with diverse customers. We explore the concept of a team-based approach to customer service, and discuss the three main components of customer satisfaction. We include modules on win-win mentality and indispensable body language skills.
