Topics Covered
Character For Career
In this module, participants determine how they became the person they are today (character) and how they feel about themselves (self-esteem). We then deliberate on the character traits suitable for customer service providers and how to manage customers and colleagues professionally, not personally.
Interpersonal Skills & Emotional Intelligence
This life-changing session starts with identifying traits of individuals, and each participant has the opportunity to understand themselves better.
This knowledge is then shared; similarities and differences are discussed and eyes & hearts are opened to how preferences and behaviour impact relationships.
Effective Communication
Verbal, non-verbal, listening actively and the 5 stages of effective communication are all presented in this foundation module that results in competency in delivering all types of messages.
The culminating role play confirms that effective communication has indeed been communicated.
Superior Service Skills
More than a dozen superior service skills are introduced, discussed, and practiced to keep customers satisfied, coming back for more and bringing their friends & family.
Teamwork
Defining a successful team, identifying the reasons for poor teamwork; debating what makes a good team and sharing the skills individuals can bring to achieve tremendous teamwork, make this module active, interactive and useful.
Handling Complaints
After understanding the source of customer complaints, a successful technique for managing problems is outlined and practiced – the LEAP process “Listen - Empathise - Apologise - Produce”. Skills are then showcased at the concluding role play for this topic.