Service Excellence Now Mindset

Course Objectives

At the end of the workshop, participants should be able to:

• • Demonstrate a deep understanding of exceptional service principles,
  • Demonstrate enhanced personal and professional growth,
  • Demonstrate awareness of the benefits and opportunities in customer service,
  • Demonstrate proficiency in calculating  the right attitude, skills, and knowledge,
  • Demonstrate proactive problem-solving and relationship-building skills.

Target Audience

Customer service

Methodology

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan
• Stress-relief exercises

Course Modules

Module 1: Cracking the code of customer service

1. What is customer service?
2. The significance of customer service
3. How customer service creates waves
4. Customer service as a differentiator

Module 2 : The customer service superpowers

1. How your role fuels personal and professional growth
2. How your positive vibes impact your personal journey
3. Storytime: real-life adventures in customer service growth
4. Unleashing purpose and joy in customer connection

Module 3 : The power of a career in customer service

1. Growth trajectories in customer service careers
2. Perks and benefits of customer service careers
3. Navigating your customer service career journey
4. How customer service careers shape lives and communicates

Module 4 : The right attitude, skills, and knowledge

1. The requirements of service excellence NOW
2. Tuning your attitude for service success
3. Mastering the must-have skills
4. Knowledge is power

Module 5 : NOW mindset makeover

1. From duty-bound to customer-crowned
2. Make them go “WOW”
3. Professionalism and integrity
4. Growth, change, and thinking out-of-the-box

Module 6 : Building rapport with style and professionalism

1. The magic of empathy, active listening, and positive body language
2. Grooming and professionalism mini workshop
3. The art of verbal and non-verbal communication
4. Handle real-life customer interactions with ease and confidence

Module 7 : Common customer service challenges

1. Handling customer complaints and disatisfaction
2. Dealing with difficult or aggressive customers
3. Managing From and prioritizing tasks
4. Resolving technology and system challenges

Module 8 : 15-minute mini spa

1. Customer service stressors
2. The Zen Zone
3. Creating a supportive environment
4. Commitment to self-care.