Inspirational Customer Service
Inspirational Service is a two day training program which can be delivered in 4 half day modules.
Each module is a half day session (three and half hours) training workshop.
Modules at a glance:
1. Developing a culture of service excellence: participants work together to create a new blue print for the delivery of service in their organisation using the BEAMS principals.
2. Customer service skills: Learn key communication, relationship and service skills to create positive moments of truth.
3. Working with distressed customers: learn how to stay resourceful and calm angry or upset customers quickly.
4. Personality profiling: learn about your own personality and how to understand, inspire and connect more deeply with customers.
Customising: All our programs can be customised to meet your specific requirements.
Other training sessions to compliment Customer Service:
Inspirational Leadership - Lighthouse - Team Building
Overview Inspirational Service
Find - Keep - Grow
For the majority of businesses it's important to continually find keep and grow their customer base. Inspirational Service training modules have been designed with this premise in mind. Positive moments of truth are at the heart of customer referral and retention. If customers have a positive experience with your company, they will return when ever possible and refer their friends. One of the key goals of Inspirational Service is to support service teams in creating positive customer experiences and moments of truth in all their service interactions.
Moments of truth
Every service interaction with a customer is a moment of truth that influences the customer's perceptions - feelings and desires to return or refer your business, therefore each module of the Inspirational Service program is designed support service providers in creating positive moments of truth for both their internal and external customers.
Module1: Developing a Culture of Service Excellence: learn how to change the dynamics and service levels in your business using the 5 B.E.A.M.S principals.
Being Present
Enjoyment and Fun
Attitude is Everything
Making a Difference
Supporting and Serving
To create a positive lasting culture of service excellence requires the involvement of you whole team. This way every one is involved and has the opportunity to have a say and in put into the type of service culture they would like to operate in. In this workshop your people will watch a video showing how using the BEAMS principals creates positive experiences for all involved. They will then work in groups to brain storm the behaviours' and attitudes they would like to see their environment and develop an action plan to implement the new behaviours and activities.
Module 2: Customer service skills:
This module covers all the important communication skills and behaviours for connecting with and creating a feel good experience for customers.
Topics covered:
The psychology of service success: How to meet your customers emotional needs
Build rapport: learn how to build rapport easily and quickly with all customers.
Customer touch: Learn when, how often and how to connect with your customers
Greeting customers: positively influences the total experience for the customer
Gathering quality information efficiently: consciously asking open questions at the beginning of the conversation helps build rapport and learn about the customers needs.
Listening: fundamental to inspirational service is the skill of listening. Learn the value of active listening and how to connect with your customers and meet more of their needs by truly listening to them.
Presenting information: Using positive language is important to customers. Learn what turns customers on and off.
Learn how to present bad news positively: the majority of businesses have times when they need to give their customers some bad news. Presenting bad news with the intention of creating a positive outcome is a skill and easily learned.
Managing customers who love to talk: one of the biggest challenges for some service providers is breaking away respectfully from customers who are lonely or just want to talk. Once again this is a skill and can be easily learned.
Closing the interaction: when we close the interaction we have the opportunity to leave a positive lasting impression and make their day.
Outcomes:
Service providers will be able to create positive moments of truth by drawing on a range of relationship building and communication skills.
Increased confidence, motivation and self esteem is the result of being consciously aware of how to care for customers.
Service providers will be more proactive and motivated to care for their customers internal and external.
Stress levels will be reduced as a result of new and more empowering internal self talk.
More cohesive team work and positive relationships.
3. Working with distressed customers
The common challenge for many staff is working with distressed customers. In this session participants will learn how to stay calm and resourceful under pressure and not be hijacked by their own emotions. They will also learn quick simple strategies for calming customers and resolving concerns.
Topics covered
Causes of customer distress
The value of customer complaints
How to maintain a resourceful state
Strategies for calming customers and supporting needs
Outcomes:
Confident resourceful staff with the skills to quickly diffuse angry and upset customers. Staff will have a tool kit of skills to draw on when working with distressed customers.
4. Personality profiling: Understanding oneself and others
This module is designed to improve the service providers ability to understand themselves and others, thus bringing about improvements in effectiveness when relating to others.
Personality profiling helps build an understanding of behaviour and relationships while reducing personality clashes and upsets with both internal and external customers.
Participants will learn the underlying causes of common behaviours and relevant communication styles to be more effective relationship builders.
Topics covered
Identify personality style
Characteristics of each style
How to recognise and meet the communication needs of each style.
Outcomes:
Participants will be able to recognise and meet the different communication needs of each of the personality styles, enabling a more positive and deeper connection with customers.
Enhanced team work and relationships due to increased understanding of the different styles.
Testimonials:
I really enjoyed learning about the different needs and wants of different kinds of people, and how to help them in a way that would make them more comfortable and so they get what they want. Bianka
Carol was a great presenter, enjoyed her fresh perspective to working with customers and colleagues. Jenny
Inspirational Service helped me think about the why of customer service and how we relate to people is more important than a set of customer service rules. Letitia
Fantastic this has made me realise that I am generally too negative and that this will be impacting on my children. Self belief knowing that I can deal with anything in life if I stop and think about it and deal with it. J....
I learnt about being positive, setting goals, listening skills, dealing with stress, interpersonal relationships and customer service skills. Carol was really vibrant engaged the room interesting insightful and humorous. Jacquie
Attitude - life is all about attitude and I will use this to reinforce that a positive attitude breads positivity. A positive message that can be applied in business and ones personal life. Carol has a great vibe which is infectious and a great laugh and uses the vibe to reach and train. Thanks Carol John
Clear constructive advice and information to assist with improving customer relations.
Understanding the importance of a positive caring attitude in being successful. Paul
Be positive and change the negativity in my subconscious which in turn will help me with dealing with the library customers and colleagues. Marinette
Create rapport with your customers- all of them even if it is only a quick hello when they enter. Gayle
I learnt ways to calm myself when faced with aggressive customers, emotional business models, how important it is to meet the emotional needs of customers and how I can help build rapport.
Sonia
How to live and think positively. Le
I was a bit ho hum about another customer service training but found this one a very different approach to customer service training. Refreshing, inspirational and valuable in all aspects of our lives. Lidia
I feel more positive about delivering inspirational customer service. That I can do it. Liz
About listening to your inner voice and understand when it talks to you and how to respond to it. Elain
About gratitude- for all the great things about my work and workers and not to be afraid of kindness. Jenny
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