About Workshop
This programme will make participants change their mindset and attitude towards using customer care as a part of their personality in every aspect of life. Customer care will come naturally to them due to the use of NLP tools for this powerful transformation. NLP helps to liberate the individual¡¦s potential and helps focus energy to make the right choices for the success of professional and personal life. The programme draws on proven techniques developed by some of the world¡¦s foremost peak performance experts. The Science Digest states that NLP is the most promising development in the field of human advancement. It is ¡¥software¡¦ for the hardware of the human neck-top super computer - a user¡¦s manual to achieve one's goals.
How participants will benefit after the course:
The participants will;
„Z Develop a positive attitude towards customer care
„Z Learn mental tools that will facilitate the required personal change.
„Z Become more purposeful in what they do.
„Z Improve self confidence in dealing with customer and other people.
„Z Learn to allocate their time purposefully
„Z How to build instant rapport, listen actively and nurture relationships
„Z Learn customer care tools such as ¡¥creating moments of truth, service recovery, managing expectations, handling complaints, handling tough customers etc.
Workshop topics to be covered:
1st session: 9:00am - 10:45am
-Introduction to customer care, NLP and their link
-Customer service attitude
-The difference that makes the difference
-The 6 levels of customer service
2nd session:11:00am - 1:00pm
-Foundation tools for success
-Personal grooming and mannerism
-Moments of truth ¡V a warm greeting, attentive service and a fond farewell
3rd session: 1:45pm - 3:30pm
-Rapport building techniques
-Listening skills
-Handling complaints
4th session: 3:45pm - 5:00pm
-Handling tough customers
-Managing Expectations of customers
-Service recovery
-Personal action plan
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