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YOU FIRST: Customer Service Excellence

Customer Service Excellence to create a stronger service culture and to build loyal relationships with customers with a better environment for your employees.


  • Whether you desire to:

  •    Good customer service is vital for all businesses either large or small.
  •    It can have a direct impact on customer loyalty and where potential
          customers choose to spend their money.
  •    Simply put, the higher quality customer service you provide that will
           translate into repeat business and more revenue.


YOU FIRST focuses on building the necessary skills to provide extraordinary customer service.

Course Design

We then process that information to develop a customized program tailored to fill the gaps.
The entire program will be broken down into four modules


  •    The program is titled ‘You FIRST’ and will extend for 4 half days.
  •    This program focuses on building the necessary skills to provide extraordinary customer service.
  •    We will typically begin our training program after the Customer Centric Survey is completed.
  •    This helps us gain an “inside look” at the opportunities and challenges that are unique to each organization.

Methodology

Customization

All customer service programs are customized for your business. We do not believe in one-size-fits-all training. We customize our training workshops to fit your company's industry, needs, challenges and goals.

Experiential learning


Engagement through activities within the workshop is a vital aspect. Participants co-create learning activities and reflect on the experience for deeper insight.

Role Playing


Getting them to get into ‘real life scenarios’ so as to make the learning practical and applicable, and to create a ‘workplace’ at the training facility.

Appreciative inquiry


Reframing life’s challenges in a positive way to generate the energy required to initiate and sustain constructive change

Program Structure


The program structure is one of the main reasons for the ‘shift’ that this program guarantees in the capabilities of the participants. It follows a well-researched approach

  • Pre-facilitation

  •   Interview with few participants, colleagues and senior managers
  •    Gap Analysis
  •    Pre-training preparation material

  • Post Facilitation

  •   2 x Continuous Learning And Development (CLAD) assignments that does not require the physical presence of participants.

  • During Facilitation

  •    One session every 20 days
  •    ‘Mission Possible’ assignments after each session
  •    Total of 4 sessions
  •   Spaced out sessions to maximize retention, implementation and transformation.

Sign up now and we shall get in touch with you to develop exceptional customer service personnel for your organisation

Get Started Today

or to connect with a ecube Advisor call + 971 55 584 3210

You First: External Customer Service

Program Outcomes

The fundamental purpose of a business is to get and keep customers. The goal is to satisfy customer/client needs at a profit. Your company can only benefit from a strong customer service culture. Some of the benefits include of our customer service training:

  •    Satisfied customers are converted to loyal customers.
  •    Excellent customer service can lead to more sales from existing customers.
  •    Your customers become advocates, creating word of mouth advertising.
  •    A customer service focused company has reduced employee turnover.
  •    Customer service increases revenue.

Big or small

Trusted by All

You First: Internal Customer Service

Program Outcomes


  •  Improve service within your organization, increase productivity, and as a result, offer your        customers better service.
  •  Invaluable knowledge and data around the customer experience and methods for continuous        development.
  •   An engaged workforce with a commitment to excel
  •  Create interdepartmental service strategies that help, rather than hinder, work flow in your        organization.
  •   Eliminate “turf wars” among departments.

You Will Also Get Comprehensive Written Training Modules,
Worksheets and Handouts



You will receive organized, easy-to-follow instructions for each one of the exercises, principles and processes shared during the You First sessions.

These resources include handouts, action plans to follow, engaging stories, plus other reference materials to use at any given point of time in the future to support and enhance customer service in the organization.

Preview of Course Content


  •    Benefits of excellent customer service
  •    Financial rationale of excellent customer service
  •    Clarify individual's role in customer interactions
  •    Activate powerful internal customer service
  •    Assess individual C.Q. (customer quotient)
  •    Understand the importance of attitude
  •    Establish a powerful first impression
  •    Gaining customer trust and rapport
  •    Learn to apply the principles of emotional intelligence

  •    Telephone etiquette
  •    Listening skills
  •    Dealing successfully with difficult customers
  •    Handling emotions on the job
  •    Defusing angry and abusive customers
  •    Resolving complaints
  •    Creating customer loyalty
  •    Ensure repeat business

Sign up now and we shall get in touch with you to develop exceptional customer service personnel for your organisation

Get Started Today

or to connect with a ecube Advisor call + 971 55 584 3210