Incorporating "Moments of Truth" and "The Fish Philosophy"

This workshop will energize staff and improve customer service. Increases creativity, and creates a more worker-friendly environment........a powerful and uplifting boost to the morale and energy of staff. Encourages creativity and innovation  as well as teamwork and engagement.

In an increasingly competitive market place, building a business ultimately comes down to providing excellent service. This can only be done by promoting a service culture in your company, so that you can gain the advantage to keep customers coming back and to be successful in  competitive service industries.

Course content:

• The need for Service Excellence-......"You don't get a second chance to make a first impression!"
• Moments of Truth...."any episode in which a customer comes into contact with any aspect of the organization and gets an impression of the quality of its service"
• Delivering Service Excellence is the kind of service that makes a positive, lasting impression on your customers
• Attitude and Behaviour
• Telephone skills...answer that phone in 3 rings!!
• Customer-Annoying habits to avoid
• Handling Difficult customers
• Putting the customer first.......go that extra mile! ("Give ‘em the Pickle!!! Programme - video and discussion)
• Time Management
• Problem Solving in the workplace: Deal with it!
• Building effective teams is the basis of Service Excellence: Commitment to the team
• Suggestive Selling techniques
• How to make that Public Relations Call: After Sales Service
• The Fish Philosophy!! A Powerful Motivational experience( Video)