Could your organization use a fun refresher?
(This workshop is analytical and focuses on
examining organizational processes and norms -- not as dry as it sounds! Interactive and lively. We remember what we experience.
Building a Customer-Oriented Culture
An effective customer-
centric culture provides customer experiences so moving and memorable that they
increase customer loyalty. Ardent loyalty is an emotional connection with a
business that leads customers to always choose your product or service and to
recommend your service to others.
By the end of this
session participants will:
- Understand the difference between a business-centric and a customer-centric culture.
- Understand key attributes of a customer oriented culture and evaluate their organization against this list.
- Identify what every employee should know about the customers at their organization.
- Explore the importance of keeping employees close to customers regardless of their position in the customer service chain.
- Identify "touch points" where employees can enhance customer service.
- Explore a tool to map customer needs and expectations.
- Understand the power of emotions in customer interactions.
(This is a more basic introduction to themes of
customer service and EI. It includes possible skill practices of challenging
situations with customers.)
Using Emotional Intelligence to Create
Exceptional Customer Service
Emotions drive our
behaviors and directly impact our interactions with customers (both internal
and external). By recognizing the emotional needs hidden in daily
communications, we can create a context for care that leads to delighted
customers.
By the end of the
workshop attendees will:
- Understand the emotional needs of our patrons.
- Discover how emotional intelligence relates to customer service.
- Explore the impact of nonverbal communication and reflect on my own habits.
- Practice 4 skills for customer satisfaction: Active Listening, Empathetic Response, Articulate Apology, and Determined Problem-solving.
- Understand the interdependence between internal and external customers.
- Understand how emotions function and the reaction cycle of emotions.
- Explore how to tame emotions.
And here's an
"oldie but a goodie."
(This class is geared
toward employees that need to defuse irate customers.)
Dealing with
Difficult Customers
Do your employees face
angry customers?
This interactive
workshop teaches concrete techniques to defuse customer anger.
Participants will learn ways to calm customers and avoid behaviors or language
that might escalate conflict.
By the end of this
session participants will:
- Understand both the emotional and practical needs of our customers.
- Recognize verbal "baits" and how to handle them.
- Use the CARP technique to manage angry customers: (control, acknowledge, refocus and problem solve).
- Explore self-talk and its role in our behavior with customers.
- Understand the difference between confrontational and cooperative language.
- Practice 7 tactics for regaining control of an escalating conflict with a customer.
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