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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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