ACE your Service - Achieving Customer Engagement
Workshop by
RPM Consultancy
Inquire Now
On-Site
/ Workshop
Details
Course overview
The objective of this program is to introduce management to the concept of effective customer service excellence through building the organizational internal customer service architecture, and, how it can be useful in increasing customer satisfaction, improve interpersonal skills, and build a long-lasting business relationship by Achieving Customer Engagement.
Course objectives
This high impact workshop will provide top management, HR personnel and service staff an engaging internal and external service strategy. Participants will learn how to achieve the service vision for the organization that will lead to a proven path to Service Excellence and then implementing the strategy through the 10 ACE service principles.
ACE Your Service Client Delivery List:
Course Take Away
The objective of this program is to introduce management to the concept of effective customer service excellence through building the organizational internal customer service architecture, and, how it can be useful in increasing customer satisfaction, improve interpersonal skills, and build a long-lasting business relationship by Achieving Customer Engagement.
Course objectives
This high impact workshop will provide top management, HR personnel and service staff an engaging internal and external service strategy. Participants will learn how to achieve the service vision for the organization that will lead to a proven path to Service Excellence and then implementing the strategy through the 10 ACE service principles.
ACE Your Service Client Delivery List:
- General Motors
- Etihad Airways
- Aramex UAE
- Nokia
- Redington
- Proctor and Gamble
- Abu Dhabi police
- Abu Dhabi Airport
- Ajmal
- First Gulf Bank
- Siemens
Course Take Away
- Each participant will walk away with:
- A superb experience
- A high-quality course content and material
- On-the-job memory guides
Outline
Course Contents
INTRODUCTION
• Where has great service gone?
• Why are there so little organizations that offer it?
• What’s in it for you?
GOING BANANAS
• This story begins
• What’s the moral of the story
THE TEAM MEANING OF SERVICE
• Expectations reduce happiness
• An Unconditional approach
ZORRO AND ME
• What does the masked crusader have to do with it?
• The benefits of conflicts
• Problems equals opportunity
WHY CUSTOMER SERVICE MATTERS?
• Customer contact
• Your personal needs
• Your company needs
• The importance of HOW we do things as opposed to WHAT we do
• How to climb the customer advocacy
THE SECRETS OF EXCELLENT CUSTOMER SERVICE
• How do we develop and customer service mindset
• How do you handle cultural issues in service?
• The true meaning of service
IMPORTANCE OF TEAMWORK
• How can a team approach enhance service
• Internal customer and external customers
• How do you build a team spirit that feeds customer delight
IMPORTANT GUIDELINES TO CUSTOMER HANDLING
• The ACE concept
• How to create a service process
CUSTOMER RELATIONSHIP MANAGEMENT
• What you need
• The importance of Quality
• Taking responsibility
EFFECTIVE CUSTOMER HANDLING THROUGH
• Effective communication & Listening Skills
• Body language
• Verbal communication
• Written communication
• Handling customer complaints
• Dealing with irate customers
• Appropriate Attire, Grooming, and Personal Appearance
• How to build your own Personal Brand that is in-line with your company’s image
THE SIX-STEP CUSTOMER HANDLING PROCESS
• How do the top companies ensure service satisfaction
• Review of the current service challenges
EFFECTIVE TELEPHONE HANDLING
SKILLS AND EMAIL ETIQUETTE
ROLEPLAYS AND CUSTOMER
SCENARIO ANALYSIS
INTRODUCTION
• Where has great service gone?
• Why are there so little organizations that offer it?
• What’s in it for you?
GOING BANANAS
• This story begins
• What’s the moral of the story
THE TEAM MEANING OF SERVICE
• Expectations reduce happiness
• An Unconditional approach
ZORRO AND ME
• What does the masked crusader have to do with it?
• The benefits of conflicts
• Problems equals opportunity
WHY CUSTOMER SERVICE MATTERS?
• Customer contact
• Your personal needs
• Your company needs
• The importance of HOW we do things as opposed to WHAT we do
• How to climb the customer advocacy
THE SECRETS OF EXCELLENT CUSTOMER SERVICE
• How do we develop and customer service mindset
• How do you handle cultural issues in service?
• The true meaning of service
IMPORTANCE OF TEAMWORK
• How can a team approach enhance service
• Internal customer and external customers
• How do you build a team spirit that feeds customer delight
IMPORTANT GUIDELINES TO CUSTOMER HANDLING
• The ACE concept
• How to create a service process
CUSTOMER RELATIONSHIP MANAGEMENT
• What you need
• The importance of Quality
• Taking responsibility
EFFECTIVE CUSTOMER HANDLING THROUGH
• Effective communication & Listening Skills
• Body language
• Verbal communication
• Written communication
• Handling customer complaints
• Dealing with irate customers
• Appropriate Attire, Grooming, and Personal Appearance
• How to build your own Personal Brand that is in-line with your company’s image
THE SIX-STEP CUSTOMER HANDLING PROCESS
• How do the top companies ensure service satisfaction
• Review of the current service challenges
EFFECTIVE TELEPHONE HANDLING
SKILLS AND EMAIL ETIQUETTE
ROLEPLAYS AND CUSTOMER
SCENARIO ANALYSIS
Reviews
Be the first to write a review about this course.
Write a Review
RPM is a boutique consulting and training company based in Dubai, UAE. We specialize in Organizational Transformation Programs that are dynamic, passionate and highly motivational. We help organizations align their strategies, people, processes, and customers to achieve competitive advantages and bottom line results.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
Related Courses
Progress Training & Consultancy
IFM Consultants
