MAKING EXCELLENCE A HABIT

THE WORKSHOP

What is exceptional customer service?

The "Making Excellence A Habit" is a Customer Service Excellence workshop, which provides participants with powerful insight into client behaviour, while developing the necessary skills to create lasting client satisfaction, relationships and repeat business.

TOPICS COVERED

The Eye Contact Etiquette 
  • How to show respect, sincerity, interest, understanding and establish an engaged communication
  • Tips for successful eye contact in sales
     
The Body Language
  • Active listening & questioning skills
  • How to convey the right message in a sales conversation
  • The 4 focus points in reading the body language
 
The First impression
  • How to WOW the customer
  • Learn the rules in meeting a new client
  • How to personalise the experience

"When a customer experiences WOW, you are giving them a pleasant surprise. You are exceeding their expectations."

 
Emotional intelligence
  • How does it apply to customer service?
  • The Golden Rules of EI in sales
     
Dealing with complaints 
  • How to deal with complaints in 6 steps
  • Learn how to apologise without explaining


WORKSHOP OUTCOMES FOR YOUR TEAM

  • Know difference between good and excellent customer service
  • Solve service problems
  • Be champions for positive attitude
  • Handle difficult service situations
  • Boost service performance
  • Increase service commitment
  • Increase customer loyalty
  • Accurately identify customer needs by effectively questioning
  • Know techniques for dealing with angry or upset customers