8 - 12
We, as customers, expect customized care that responds to our personal needs and expectations. We want to be treated fairly and with respect while gaining the service or while solving any eventual problem and also feel acknowledged and valued even if we are not right. All these expectations, especially in emotionally charged situations of complaint handling are quite challenging for staff that require a high-level of self-management, self-confidence and a skillful approach to successfully manage them.
The course establishes the proper attitude and develops excellent communication skills combined with bullet-proof processes to help the work of company’s customer service staff. The course allows the participants to explore the different elements of customer satisfaction and how the standards of excellence can be defined for them. They will learn the concept of exceeding expectations that gives them a step-by-step practical process to consciously improve customer satisfaction.
During the course participants will explore different levels of customer engagement and the hierarchy of customer needs as they relate to the Moments of Truth. They will understand the nature of complaints and how effective complaint handling impacts customer loyalty. They will learn the easy-to-use technique of the six-step process of complaint handling, and will practice how to implement it with assertiveness to ensure an improved service culture and customer satisfaction.
Let’s talk and build the right solution for you.
Leave your details and we will contact you shortly.
Climate change, natural disasters, energy crisis. We can feel them in our skin. What can we do? Is there anything we can do to mitigate these negative impacts?
“Your brand is what other people say about you when you are not in the room,” says Jeff Bezos. Self-awareness and defining your leadership role as a female leader is paramount. But self-awareness is not enough, we also need to define how we present ourselves to the world. Personal brand is key for anyone who wants to be successful in their field. Women leaders also need to consciously build and develop their personal brand.
The recent reality is not short of challenges. Constant change, uncertainty, rapid adaptation, and dealing with unexpected situations can overwhelm us very quickly if we don’t take care of one of our most important resources – our emotions.
The groundbreaking research of Shirzad Chamine and his concept of Positive Intelligence is the foundation of this program. It encourages participants to take an inward journey and realize who those internal saboteurs are who hinder their progress.
Over the past period, remote work and online communication have become the new routine in the lives of many teams. This virtual distance brought a new set of challenges not only in how to successfully operate, but also in how to maintain team spirit, the feeling of togetherness, and improve collaboration&communication.
We are living in a world of digital revolution. Organizations, teams and people are connected more than ever before. We can love or hate the changes the technological explosion is generating in our life, but avoiding them is impossible.
Numerous studies show that diverse teams – in case they are managed well – perform better than homogeneous ones. Social groups are increasingly making their voices heard and there are more opportunities for social injustices to be addressed. So everything is going in the right direction. Or is it not?
Many leaders assume engagement is a task for top management and HR. But is engagement something that you can only influence from the top? What is the responsibility and opportunity of direct supervisors, middle management, and even employees in enhancing engagement?
All of us are parts of different teams, and our success is highly determined by the members of these teams. Our specific Insights-based program focuses not only on development of the individuals, but also on the common development of the team.