Building your organisation`s Service Culture

Objectives:

-- Produce strategically responsive (non-reactive) staff
-- Develop the ability to provide individually tailored interactions
-- Promote a sense of comfort, safety and respect in customers who have a complaint
-- Generate consistency in positive outcomes
-- Sponsor loyalty
-- Creation of a service team that performs with a sense of comfort, control & confidence

Why should you attend?

This program is designed to provide a fun & challenging approach to developing and demonstrating commitment to the interpersonal skills and awareness that create the foundation for superior communications with customers in the field.

The program approach is to build awareness of different value systems and personality styles, provide proven techniques for accommodating them and to motivate participants to "live the knowledge" in order to generate a more satisfying experience for both the customer and field staff.

Benefits of training

-- Exploring customer relationship dynamics
-- The importance of affirming your customer`s self-esteem & building relationship
-- Creating a feel-good experience
-- Using an interaction model leading to success
-- Identifying customer needs & expectations
-- Exploring consultative questioning strategies
-- Handling objections/complaints
-- Resolving customer emotion/conflict

Who should attend?

Customer Relationship (Account Management) and Customer Service Managers and their teams

Facilitator:

• Alistair McArthur

 
Mr. Alistair McArthur has trained thousands of executives and staff around China and Asia. He has spent over 12 years based in China in both a business environment and facilitating professional development skills, interpersonal skills, and persuasive speaking, while also working with organizational leaders. 

To register please fill in the form and send it back to info@cameraitacina.com.

Completion Certificate is provided.