Overview

You Have the Power to Make the Difference:
Extraordinary Service Opportunities

Learning Objectives
– Recognize the importance of building a Service Excellence Culture (to put customers’
at the heart of everything we do).
– Living the Philosophy – “Enriching Delighting Endearing” by utilizing the BAMA service experience.
– Exceed Customer Expectations: Deliver authentic service beyond being transactional and reading scripts by creating meaningful customer interactions.
– Deliver extraordinary customer service and provide memorable service experience by speaking the Language of Results in difficult situations.
– Going The Extra Mile: Recognize your Personal Power as a Service Ambassador

Part 1:
– Ready to Serve: Where Excellence Starts
– Service Excellence Culture: Examine the Service Behaviours and Service Language in the organization
– Working with Purpose: Manage the customer service function from standards to aligning behaviours with the company’s brand.
– Good vs. Great Service -Understanding Expectations and Going Beyond Expectations
– Learn ways to adopt the BAMA experience for a more “Enriching Delighting Endearing” service.

Part 2:
– Examine the elements of interacting with customers and clients in person: Listening skills, tone of voice, and phrases that engage instead of enrage customers.
– Understanding Customers Dissatisfaction
– Learn ways to handle Negative Feedbacks and Dissatisfaction by being Empathetic.
– Understanding Customers Dissatisfaction
– Learn ways to handle Negative Feedbacks and Dissatisfaction by being Empathetic.
– Discover Your Personal Power in delivering excellence service consistently.