Understanding Customer Needs in Service Situations

Understand the core customer needs to exceed expectations

• Understand the basis of all customer needs
• Understand customer need priorities to avoid failure to meet core needs
• Improve customer experience through deliberate needs-focused customer experiences

Service Excellence Model

Understand the 5 Es of service excellence

• Understand the customer journey and learn a structure for delivering and coaching service excellence
• Adopt the 5 "E" Approach to achieving scalable and repeatable service excellence
• Improve coaching and feedback on service interactions and improving service delivery

The Service Excellence Model and Your Service Mission

Ensure each and every customer interaction reflects your service mission

• Understanding the concept of service mission and importance of creating consistent excellence in every customer interaction
• Learn how to put the customer experience at the heart of every customer interaction and communication
• Learn how to develop your personal service mission

Service Excellence and Engagement (Part 1)

Enhance customer comfort and rapport to build trust

• Understand the elements of customer trust and how to rapidly build it in service situations
• Improve the customer greeting experience
• Learn how to rapidly connect with the customer to grow rapport and comfort

Service Excellence and Engagement (Part 2)

Develop a personal and professional connection

• Understand the importance of developing a personal and emotional connection early in the interaction
• Learn the importance of and how to use more positive and professional language
• For compliance environments - learn how to avoid disconnecting through the identification process

Service Excellence Visitors

Increase customer loyalty with every customer visit

• Learn how to maximise the time and opportunity when a customer visits you
• Strategies to deliver customer excellence and generate customer loyalty in face-to-face situations
• Understand how to take a poor customer situation to brilliant without a lot of effort

Service Excellence and Exploring

Identify and understand customer needs with ease 

• Understand and adopt a structured approach to identifying the customer's situation and needs
• Improve situational analysis, customer understanding and confidence building
• Develop repeatable and scalable customer needs strategies to build trust and service quality

Excellence in Executing Customer Service Requests

Ensure the customer's expectations have been met

• Understand the importance of managing expectations and taking the customer on the journey
• Learn how to frame the need for questions, clarification and assistance from others
• Learn how to ensure the customer's needs have been met to improve perceived service levels

Email Effectiveness and Service Exellence

Adopt 12 proven strategies for email effectiveness

• Understand the core concepts of efficiency and effectiveness
• Understand the common mistakes and failures that create conflict and confusion
• Develop skills around 12 proven strategies in leveraging email as a communication tool

Excellence in Executing Customer Service Interactions

Make last impressions count like first impressions

• Understand the importance of last impressions and how to exit service interactions effectively
• Learn how to handover for further assistance and maintain service excellence
• Learn how to get more out of every service interaction and exceed expectations

Email Efficiency and Service Excellence

Adopt 12 proven strategies for email efficiency

• Understand the core concepts of efficiency and effectiveness
• Understand the common mistakes and failures that create conflict and confusion
• Develop skills around 12 proven strategies in leveraging email as a communication tool

Happiness on Demand (Part 1)

Avoid getting overwhelmed with strategies to stay upbeat

• Understand the impact of negative emotions and personal well-being on customer relationships
• Learn how to harness the power of focus and control the controllables
• Avoid common negative mental feedback loops and build personal resilience

Happiness on Demand (Part 2)

Leverage strategies to re-frame negative events and take

• Turn negative events into valuable and actionable learning experiences
• Learn strategies for changing your emotional state and moving from helplessness to a constructive and confident mindset
• Practice mental strategies for developing happiness on-demand

ownership of our emotional response

Leverage strategies to re-frame negative events and take ownership of our emotional response