WORLD-CLASS CUSTOMER CARE
Whether you're based in Brisbane or Bombay, your Customers expect and deserve world-class service!
Our program SMILE! Creating a Positive Experience for Customers has been delivered to clients in over 20 countries. We’ve worked extensively with the retail sector and with public utilities. In the public transportation networks (see our case study with Veolia Transport here) its impact was considerable: drops of 40% customer complaints, high staff appreciation and national recognition.
SMILE! has been delivered to clients in the United States & Canada, Australia, China, Czech Republic, Egypt, France, Gabon, Germany, India, Ireland, The Netherlands, New Zealand, Saudi Arabia, Slovenia & Slovakia, South Korea, Sultanate of Oman, Sweden, United Arab Emirates (Ajman, Dubai & Ras Al Khaimah)
From a staff training session at a single location to a full transformation of your organization’s culture to become customer-centric, you can count us to help you meet your goals!
FIND THE TRAINING, TIPS & TOOLS YOU NEED BELOW!
We've developed a suite of resources to help you ensure every customer leaves with a positive memory of their experience in your company!
A catalogue is available for the asking:
ESSENTIALS
Four Key Players & a Flagship Course for Each!
A COURSE FOR CALL CENTRE TEAMS
Call-centre and Customer Care teams transform distress into delight by honing their listening skills and responses. This one or two-day workshop will boost your virtual team with tangible satisfaction rate increases!
A WORKSHOP FOR FRONT-LINE EMPLOYEES
This one or two-day module empowers Front-line Employees to defuse conflict, dispel confusion and deepen Customer confidence.
A COURSE FOR SUPERVORS & MANAGERS
Participants gain a clear understanding of their key role in delivering world-class Customer Care along with the tools to guide and motivate their teams
EXTENSIONS
These training sessions build on the core concepts of the Essentials modules - and invite you to explore the cultural reference points of specific countries...
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
EXPANSION
These programs have been built on the foundation of our approach to customer care to serve specific sectors and situations
PUBLIC TRANSPORTATION
As the creators of the award-winning "Going for Green" initiative that was adopted by Veolia Transport, we have trained more than 250 trainers around the world in public transportation and hold the keys to customizing the program for you!
PUBLIC UTILITIES
Whether you're a water distribution service in the USA or a wastewater plant in Oman, public utilities ensure our safety and well-being. Customer Care creates the trust between community members and your departments, so that the services flows smoothly!
SEASONAL RETAIL
General stores are often the soul of a small town or seasonal spot. When you hire young staff regularly, having a consistent and clear Customer care approach makes it easier to deliver modern convenience with traditional warmth!
TOURISM
Whether you work on the frontline in a hotel or at a strategic level in a government tourism department, your success is measured in terms of the happy memories your visitors take home with them. We can help you develop a strategy to boost your impact on tourism (and their impact on you!)
RETAIL (MALLS, CHAINSTORES)
In a changing world of retail where bricks and mortar cohabit with online stores, it's easy to lose sight of the human connection that builds loyalty. We'll work with you to recenter customer experiences through your policies, processes and people so that your brand stands strong!
OTHER
Customers take many forms: clients, users, patients, students... When a transaction takes place between a provider of goods or services and a receiver of these, we can apply our principles of customer care to drive confidence and satisfaction!
ENGAGEMENT
Would you rather lean on inhouse trainers and experts to deliver your customer care training program? We can help you with that - award-winning tools delivered in-house!
A TRAIN-THE-TRAINER SESSION
We begin the TTT process with an introduction to instructional design - an easy way of building a training course that works every time
A TRAIN-THE-TRAINER SESSION
We'll share different tips and tools for engaging participants in their learning
A TRAIN-THE-TRAINER SESSION
We focus on the content of the SMILE! course itself: background information, key principles, a step-by-step review of each section - with ideas for customizing it
A TRAIN-THE-TRAINER SESSION
EXPERTISE
You can count on us to support your Mobility & HR teams to better support your expatriates and their families at home and at work!
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
ELEMENTS
These resources are found in the different programs or can be shared on their own.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
EMANATIONS
Our approach to International Mobility lends itself to not only companies, but to different sectors where migration is a cornerstone of the human experience
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
A WORKSHOP FOR FUTURE EXPATRIATES
While each expatriate journey is unique, it can be experienced more fully - professionally and personally - with mindful preparation & a plan.
"The Board of Directors would like to thank you for leading our Strategic Planning Process over the past months. We’ve exceeded our expectations. Most importantly, our Managing Director is happy, clear on what to focus on in the months ahead.” – Not-for-profit organization, Manitoba, Canada
Not-for-profit organization
Manitoba, Canada
Our Training Modules are Relevant & Engaging: They Work...
CORE PRINCIPLES
SMILE!’s core principles include: - What it means to be “customer-ready” - Emotional environments of confidence, concern and conflict - Customer needs and the responses that will restore confidence
CUSTOMIZED TOOLS
Then, for every country and indeed every company, the program covers real-life customer situations for each of the environments with tips, tools and techniques for positive interaction.
REAL-LIFE APPLICATION
Participants are introduced to each situation with a real-life illustration. Once they identify the challenge and learn about how best to face it, they apply what they’ve learned (through role-play, critical incident or task).
COMMITMENT TO CARE
Participants not only hone their communication skills, they become empowered and enthusiastic about making sure every customer leaves with a positive memory of their experience in the company!
MOVING FORWARD TOWARDS PERFORMANCE & PROSPERITY!
FOR HELP GETTING STARTED..
Have a question about Global'Ease services? We're here and happy to respond!
LOOKING FOR A TRAINER NEAR YOU?
Work with a certified trainer. They're licensed to deliver courses directly to you.
AN IN-HOUSE SOLUTION?
We'll work with you and in-house trainers to create an initiative that fuels your vision
BECOMING A TRAINER?
Looking for a specific tool?
A proven training approach?
A professional home?
"The Board of Directors would like to thank you for leading our Strategic Planning Process over the past months. We’ve exceeded our expectations. Most importantly, our Managing Director is happy, clear on what to focus on in the months ahead.”
Not-for-profit organization
Manitoba, Canada
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