Service Focused Programme
Open For Enrolment Course
Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts
Customer Experience. The Art of Service Excellence.
Date: Customized
Have you ever wondered how much your company's sales would increase if your employees provided a luxury hospitality service to customers? The answer may be subjective and may depend on additional factors, but offering a 5-star experience is possible. Although a customer service-oriented culture comes with challenges, it has many rewards for you and your clients. This course will provide topics that will support your employees to know each other better, and create and manage excellent client experiences.
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Who is the course for?
Customized
Benefits & Tools
- The most important elements related to the mindset needed to create a 5* experience
- Understanding the individual role in creating an excellent experience for the customer
- Professional communication skills development (active listening, asking questions, verbal, non-verbal communication, paraverbal, storytelling, etc.)
- Awareness of the importance of creating emotion
- Understanding the concept of excellence in services/interaction with the client
- Knowledge and use of specific tools for measuring customer satisfaction
Acquired Knowledge & Skills
- THE MINDSET specific to an excellent experience: self-knowledge, the first step to offering high-end experiences
- Thinking and emotions
- The psychology of waiting
- JOHARI window
- The elements of excellent service
- Customer experience vs. customer service
- The triad of quality service
- The economy of services vs. the economy of experience
- Customer Journey
- NPS (Net Promoter Score)
- Verbal, non-verbal, paraverbal communication
- Active listening. Listening on 3 levels – mind / heart / gut
- Creating the experience – the emotion of the experience
Trainer:
Interested in this course for your business or team?
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