Customer Centricity

Project Info

Project Description

 

 

Purpose

To equip participants with the tools needed to deliver memorable customer service.
 

Methodology

40 Pre | 20 Training | 40 Post

For us, learning is not an event, and we live this belief, through our design principle of 40:20:40

Guided Discovery Method (GDM)

We use proven and tested adult learning techniques that provides an immersive experience for the delegates.

Blended Learning

We offer a range of learning formats including: Customised Training Programmes | Digital Learning | Executive Coaching

 

Training Formats

Programme Duration: 4 to 8 hours

Programme Duration: 2 to 8 hours

Programme Duration: 75 mins

Audience Profile: Individual Contributors / Young Managers

 Trainer Profile: Senior Trainer / Associate Master Trainer / Senior Associate Master Trainer

 

Pre Training (40%)

Steps

  • L1 – Need Analysis

    Our focus is to understand the impact matrix of the programme. We meet with the leaders to gain their perspective.

  • Pre & Post Reads

    To maximise the training impact, we send contextualised content in a digital format making it easy for the delegates to absorb.

  • Pre-assessment

    We also conduct Assessment to map the participants behaviour, skills and communication in difficult situations.

 

Training (20%)

Key Topics

Tone

Building Rapport

Customer Service Essentials

Projecting a Professional Image

Putting your Customers at Ease

Question & Summarize Skills

Active Listening Techniques

Handling Complaints

Telephone Etiquette

Post Training (40%)

Learning Application Tools

  • Start Stop Continue (SSC)

    After the programme we get the delegates to fill out an SSC form, this helps them focus on one learning objective and usually is the basis of the post-training plan.

  • Coaching

    We conduct individual or focused group sessions where the delegates can focus on how they can leverage their strengths to be more effective in a given situation.

  • Recognition Emails™

    To motivate participants, we often send out personalised recognition emails acknowledging and thanking them for their contribution in the programme.

  • Practice Tasks

    Practice tasks allow the delegates to hone their skills in a safe and private environment.

  • Retention Tools

    To help remember all of the content shared, we create retention tools that carry a synopsis of the key topics. These can later be printed and placed at their workstations.

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