SMILE – Soul Based Service Excellence

OVERVIEW

The key element that builds or breaks the reputation and branding of a company in the market is customer care. It is by far the most powerful and credible tool for customer retention, earning referrals and brand loyalty.

Discover the SOUL of Service Excellence. You are destroying your business (career) through mediocre or poor customer service. The only option to succeed in your business or career is through Service Excellence. The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation.

Go the extra “SMILE” – Soul Based Service Excellence provides you with an opportunity to explore your service responsibilities within your role no matter what it is. Customer centricity is integral for companies to succeed, regardless of the type of products and solutions you are offering or the industry that you have chosen to lead in. 

FOCUS

  • Develop skills to listen actively and empathetically to others
  • Discover the power of courageous communication (voice, body language, emails)
  • Grow an attitude of ownership leading to greater performance
  • Enhance your ability to handle difficult situations or people
  • Deal with situations or people in an assertive manner

SESSION TOPICS

  • “IAM Service Excellence Model”
  • Meeting customer expectations
  • “REAL Model of Customer Expectations”
  • Self-image & first impressions
  • Service excellence communication skills
  • Managing difficult customers

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