“We cannot solve our problems with the same thinking we used when we create them.” — Albert Einstein
Problem-solving and Decision-making abilities are much-desired skills-set for organizational leaders. Some are quick-witted for band-aid solutions, some can come up with palliative answers, and several would favor a holistic one even though it might take a while to complete. But thinking of solutions is just one side of the coin, the other requires decision or the will to execute the solution steadfastly until it is proven to be truly effective.
WHAT ARE OUR LEARNING GOALS?
- The right frame of mind, the sound emotional state, and the ability to project a confident player of the sales and service organization that you represent, why should you have those, and how you can attain and maintain those.
- The ability to analyze the basic dynamics of a service encounter—your customer, your product/service, your operating policies, and procedures, and you as the service provider.
- The learned and competent application of the 5-point Steps to S.T.A.R. Quality Service.
WHAT BENEFITS CAN YOU GAIN FROM THE PROGRAM?
- Finding a cathartic release of the difficulties and obstacles that affect their physical, mental, and emotional health as experienced by the service team.
- Knowing and understanding the primary forces influencing the quality of customer experience— the customer, your product/service, the frontline service team, the backroom service team, and the company’s customer service policy.
- What are the technical and interpersonal dimensions of service encounters?
- What are the 5 classes of service providers and how do they affect service quality: Gem-setters, Strivers, Slackers, Fancy-peddlers, and STAR Players?
- What are the 5 types of customers and how do they affect the service team: the O.C., the Meek, the Coaster, the Bestie, and the Royal Highness?
- How to engage backroom and frontline service providers to create a STAR Quality customer experience?
- Knowing how to effectively listen, and analyze the issues raised by customers.
- STAR Team at Work: Setting the team’s service culture and performance standards and building the team commitment to make it work.
- What should the service team do to nurture their well-being and stay in the right frame of mind, sound emotional state, and confident disposition.
HOW DO WE ATTAIN THE GOAL?
The course will use Confluent Learning’s signature methodology called “c-Learning experience”, bringing a precise blend of dynamic and holistic learning processes in each session.
Telephone: +632 8535-46-54
Mobile: +63 922-854-5218
Email: contact@confluentlearning.com or lois.francisco@confluentlearning.com