This comprehensive workshop is designed to elevate your customer service, communication, and professional skills. The program is split into two key segments, first focusing on strengthening internal team communication and then on mastering external interactions with clients. Through a mix of dynamic presentations, group activities, and hands-on exercises, you’ll gain the essential knowledge and practical skills needed to not only meet but consistently exceed customer expectations.
- Internal Communication & Team Dynamics This segment focuses on building a strong foundation from within. You’ll explore the “Whole-Person Paradigm” and the DISC personality model to enhance self-awareness and team collaboration. We’ll also cover effective delegation strategies with the Skills/Will Matrix and the RACI Framework, along with methods to build psychological safety and trust within your team.
- External Communication & Customer-Centric Mindset This part of the program is dedicated to client-facing skills. You’ll learn to go “beyond communication” to create emotional connections using the 4 F’s Model. The module also dives into developing a customer-centric mindset, mapping out customer journeys, and creating a strong brand ambassador profile that builds trust and credibility.
- Delivering Contagious Customer Service Here, you’ll learn the art of exceeding expectations. We’ll provide a 5-step framework for handling customer complaints and explore techniques for implementing contagious customer service. You’ll also learn to craft compelling product pitches, focusing on benefits and value to the customer, not just features.
Upon completion of this program, you will be able to:
- Develop a customer-centric mindset by creating personalized engagement and relationship-building strategies.
- Master effective communication by understanding the 4 F’s Model and the Mehrabian Rule, using words and emotional impact to connect with clients.
- Categorize different customer types and tailor care strategies to their specific needs.
- Effectively handle customer complaints and implement “contagious customer service” practices that build loyalty.
- Enhance your delegation skills using proven tools like the Skills/Will Matrix and the RACI Framework.
- Understand different personality styles and client buying behaviors to craft compelling, customer-focused sales messages.
- Foster a culture of excellence within your team, distinguishing professional from unprofessional behaviors, and upholding ethical practices.
