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Welcome to Silk Road Academy
Blending the best of Western science and Oriental wisdom

Workshop 3:

CARING BEYOND PLEASANTRIES


The new customer service paradigm: ambassadors of excellence

1-day interactive workshop for 10 - 50 delegates


Creating an outstanding total customer experience attitude

Organisations increasingly appreciate the importance of good Customer service. Customer care is one of the few areas, apart from design and innovation, where organisations can shine and distinguish themselves. Good customer service goes far beyond mere niceties and techniques; indeed it must be viewed in terms of the total customer experience. Yet good customer service is still rare, especially in the UK.

Challenges of customer awareness:
o Customers viewed as a pain or nuisance - poor attitude
o Misconceptions of service as 'servile', lack of empathy
o Customer care outsourced, so remote

Solution:
Customer service is more about attitude than technique. It is not just individuals' attitudes, but the attitude of the whole organisation, which is reflected in how its customers are viewed and treated. Attitude is a mindset and cannot be taught. However, conditions that are likely to inspire more positive attitudes can be created. This must address the whole persona. This workshop is first and foremost about developing a positive total customer experience attitude, and the required empowered creativity. The workshop makes use of some Asian (Japanese) holistic customer service principles.

Objectives:
For participants to appreciate the wider spectrum of customer service:
     o  Linking of body and mind health to attitude
     o  Listening and understanding customers
     o  Viewing things from customers' perspectives
     o  "Interviewing" skills as part of direct market research
     o  Specific customer service and complaint handling techniques
     o  Instilling a pan-organisational customer-driven attitude
     o  Converting staff into ambassadors of the organisation

Approach:
The workshop is highly interactive and participatory, and uses accelerated learning. Participants should come in comfortable clothes and trainers, ideal for moving around, and bring lots of bottled water.

Who should attend:
This workshop is suitable for staff and managers seeking to instil a pan-organisational customer service approach aligning all business processes, creating a customer awareness culture across the whole business.

Benefits:
     o  Increased added value perceived by customers
     o  Increased customer loyalty
     o  Smoother operation
     o  Empowered creativity to solve customer problems or create "moments of magic"
     o  Better than excellent service

The workshop is results-oriented and very practical. It is delivered with a high degree of audience interaction and participation, involving a certain amount of drama work.


Workshops available for organisations in-house - to arrange see Enquiry Form. Some 'public' workshops also held West of London, England - for dates, venue and fees see Dates & Venue,  to book see Booking Form.

COME AND EXPERIENCE THE FLOATING MAGIC OF REVIVED ENERGY!



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Transcultural Synergy Ltd
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Tel: +44 (0)20 8133 5211