Overview

Making Connection: The Heart of Service Excellence

Learning Objectives

At the end of this course, you will be able to:
– Create outstanding customer experience
– Understand customer needs, expectations and desires
– Understand how to make your customer feel special
– Learn strategies to bond with your customer

Course Outline

Part 1:
– Recognize the importance of building Service Excellence Culture
– Placing customer’s at the heart of everything you do
– Build emotion connection using the H-E-A-R-T model
– Customising your approach to every customer
– Being consultative instead of aggressive

Part 2:
– Creating a customer focused environment: every interaction is an opportunity
– Learn tools and techniques to provide memorable service experience
– Reaching out to customer in their times of need (complaints,dissatisfaction, etc)
– Developing patience
– Knowing your customer well by being a good listener
– Case study