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Our Solutions
> Learning > Service Performance - Service Management Series >
WOW! Service Skills
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Core to superior service is the belief in serving people and the value one can create for them and oneself. It focuses on the ‘thinking, feeling, seeing, speaking and doing’ of customer service. It underlies a surprising truth about customer service – it is about creativity and doing the ordinary extraordinarily well. Are you giving your customers that wonderful and unforgettable WOW! experience? There are so many things to do for the customer. It is an exciting challenge to exceed customers’ expectations and delight them. This program provides pragmatic and easy-to-use mental and behavioural modification techniques to enable us to attain customer and personal satisfaction. It offers an insight into how controlling our mind and body can effect a desired well being within ourselves, and a desired behaviour in our customers. We can take charge to make sure our customers never forget the experience they have with us.
Objectives:
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Understand the importance of taking ownership in meeting service goals and shared commitment for results
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Apply techniques to take control of thoughts, feelings and actions to serve customers well
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Delight customers through applying the WOW! service techniques
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Restore customer confidence and loyalty through applying the WOW! recovery techniques (for the 2-day program)
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Target Audience
Front office staff, customer service officers, executives
who interface with the public and others (i.e. external
and internal customers) who desire to upgrade their level
of service quality.
Service Management Series:
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