Quick – Wins for Now Results

Course Modules

• Module 1 : Customer service unwrapped

  1. Why service excellence is the cherry on top of business success?
  2. Mindset that turns boring customer service into legends NOW!
  3. The right aRtude, skills, and knowledge
  4. Sprinkle a liTle happiness into your workplace

   

  Module 2 : The new customer behaviour

  1. PaTerns of the new customer behavior
  2. Preferences and expecta:ons
  3. The changing trends and desires that shape customer needs
  4. What makes customers ‘add to cart’ and ‘check out’

   

  Module 3 : Leveraging the voice of customers

  1. Treasure that customer feedback!
  2. U:lize social media plaYorms to analyze customer feedback
  3. Turn feedback into quick-win ac:on NOW!
  4. Create a feedback loop that ensures con:nuous improvement

   

  Module 4 : Building rapport with style and professionalism

  1. The magic of empathy, ac:ve listening, and posi:ve body language
  2. Grooming and professionalism mini workshop
  3. The art of verbal and non-verbal communica:on
  4. Handle real-life customer interac:ons with ease and confidence

   

  Module 5 : Handling difficult customers

  1. Why bother difficult customers?
  2. Types of difficult customers
  3. Strategies to handle difficult customers
  4. Leave no problem unsolved!

   

  Module 6 : Delight, don’t just sa:sfy!

  1. Boost your RFM!
  2. Create las:ng impressions that leave customers smiling
  3. Ways to exceed expecta:ons
  4. Leave them raving and obsessed!

   

  Module 7 : Why YOU maTer to yourself, the organiza:on and the customer?

  1. Tune in to our emo:ons and reframe how we think: Why does it hurt us?
  2. Self-care: How can we remain calm, and how can we manage our stress?
  3. The 10-10-10 Rule:
  4. How will I feel about this in 10 minutes?
  5. How will I feel about this in 10 months?

  iii. How will I feel about this in 10 years?

  1. When to seek team support, and where to seek for help?

   

  Module 8 : Ready, set, grow!

  1. The SMART goals
  2. Specific
  3. Measurable

  iii. Achievable

  1. Relevant
  2. Time-bound
  3. Create ac:on-packed plans
  4. Foster accountability
  5. Reflect and roar!