Service Development Solutions

Service Development Solutions

Front Line Service Executives

Workshop: Creating Raving Fans- Delighting Customers

Workshop Focus: Create Raving Fans by deciding what you want, discovering what the customer wants & delivering the vision plus one percent

Competencies Addressed: Customer Service Orientation, Initiatives, Responsiveness, Interpersonal Sensitivity, Impact & Influence, Empathy

Workshop Elements

  • Increase your credibility with customers and value to your organizations
  • Apply techniques of Assertiveness to engage during difficult customer conversations
  • Manage and expand key accounts once they become your clients

Workshop: I-CARE- Managing Customer Complaints and Service Recovery

Workshop Focus: Handle and transform customer complaints into valuable consumer insights and improve your service quality

Competencies Addressed: Customer Centricity, Communication Skills, Result Orientation, Influencing Skills, Conflict Management, Empathy

Workshop Elements

  • View complaints as opportunities to improve customer experience
  • Identify stated and latent expectations of customers
  • Create customer expectation management and service recovery processes
  • Establish processes and manage customer expectations in order to meet/ exceed them
Service Managers

Workshop: Building Customer Oriented Culture - Benchmark People, Process and Policies

Workshop Focus: Build a customer-centric ecosystem through the alignment of people strategy and culture to drive business performance

Competencies Addressed: Customer Service Orientation, Initiatives, Responsiveness, Interpersonal Sensitivity, Impact & Influence, Empathy

Workshop Elements

  • Align organizational processes, resources and structures
  • Evolve customer journey-map
  • Create a customer centric culture in your teams and the organization
  • Apply tools to track progress and implement Customer Centricity
Service Leaders

Workshop: Customer Centricity – The CX Journey Mapping

Workshop Focus: Learn hands-on approach to identify the 4 “I’s” – Insight, Impact, Issues/ Opportunities, Innovate

Competencies Addressed: Communication Skills, Influencing Skills, Interpersonal Savvy, Adaptability, Result Oriented, Working with Systems, Organizational Agility

Workshop Elements

  • Understand what customer centricity is & why it’s important in today’s world
  • Create a better understanding of your stakeholders/customers
  • Discover the ladder of customer loyalty and evolve innovative processes to sustain customers
  • Explore skills required to become customer-centric leader