A WORKSHOP FOR FRONT-LINE EMPLOYEES
Creating a positive customer experience is the focus of our SMILE training sessions for front-line teams. From making superb first impressions to deflecting verbal abuse, team members will know what they can do to drive confidence through their attitude, words and actions.
IMPACT & AUDIENCE
Front-line employees can make or break your reputation as an organization that cares about its customers. And yet, many are left to fend for themselves in the face of challenges that pop up in the course of their work day.
This course is for all employees who interact with your customers so that they might realize your vision for customer service excellence!
LEARNING GOALS
This course empowers front-line employees to defuse conflict, dispel confusion and deepen customer loyalty
Participants leave with a better understanding of your customer needs and their role in providing a positive experience. They'll acquire new solutions for handling challenging customer scenarios with confidence.
FORMAT & DELIVERY
This course was created as a two-day in-person seminar.
It can be adapted to a one-day session.
We're happy to deliver this training to your teams or train your own internal trainers to roll out the program.
Courses are easily customized to your sector and real-life challenges.
SMILE! is the core module of our world-class customer care suite.
COURSE OUTLINE
Introduction: Customer Needs and Your Responses
How being "customer-ready" enhances the goodwill you develop with your customers
Your customer experience as a starting point: key touch points
Meeting the expectations of your diverse clientele
SMILE! Key Concepts
How customer experience and memories condition satisfaction
Emotional environments of confidence, concern and conflict
Improving the customer experience through positive attitudes, information and actions
Customer Care in Action: Tips, Tools and Techniques for Excellent Interaction
Feeding an environment of Confidence, day by day
o Greeting Customers in a welcoming manner
o Responding to queries in a helpful way
o Being proactive when providing assistance
Communicating to clear up Concern
o Giving directions with tact and clarity
o Handling technical incidents in an efficient yet friendly way
o Mediating between Customers with reassurance
Facing Conflict with action and control
o Responding to Customer complaints with professionalism and confidence
o Dealing with an outraged Customer with self-control
o Deflecting verbal abuse and enforcing boundaries
Ending your day with Confidence
o Leaving your Customers with a positive last impression
Conclusion: What Now? Committing to Customer Care
Making a difference, on person at a time
Keeping the spirit of Customer Care alive
FIND A TRAINER
Our certified trainers can deliver this course directly to your teams. If you have multiple sites, we can set up a team of trainers to meet your needs.
TRAINER TRAINING & CERTIFICATION
We offer a comprehensive TTT program including access to our award-winning SMILE! materials to future certified trainers (internal or independent)!
CONSULTNG & CUSTOMISATION
Whether you need customized content or an integrated training plan, we'll work with you to drive a culture of Customer care & meet your satisfaction targets!
Customer service needs solid attention and its importance cannot be undermined. Extremely relevant and valuable session!
ARABIAN CENTRES
Kingdom of Saudi Arabia
Customer service needs solid attention and its importance cannot be undermined. Extremely relevant and valuable session!
BETTER LIFE LLC
United Arab Emirates
Customer service needs solid attention and its importance cannot be undermined. Extremely relevant and valuable session!
SAIDA MALL
Lebanon