Direction Service - Customer Driven Service Workshop

Direction Service - Customer Driven Service Workshop from PlusOne Dynamics Limited

By: PlusOne Dynamics Limited  25-Sep-2013
Keywords: Team Building, Leadership Training, Staff Training

Service Overview Overview Everywhere you turn today, you hear about the importance of customer satisfaction. You might think that service is getting better with each passing moment. Surveys, though, suggest otherwise. One customer in four is thinking about leaving the average business at any given time because of dissatisfaction. What’s wrong? Too many companies and employees view customer service as something that happens once and is then over. True service doesn’t just focus on a one-time event, but on building a sustained, positive relationship. Organisations and people with a positive attitude towards service know that each contact is an opportunity that may never come again. Such encounters typically produce either a: • Moment of Magic: positive experiences that make customers glad they do business there or a • Moment of Misery: negative experiences that irritate, frustrate, or annoy The key to creating a Moment of Magic is exceeding a customer’s expectations, but what works for one person may not work for another. Therefore this half day workshop demonstrates how you can utilise knowledge of iMA Styles to create Moments of Magic. Programme Content The PlusOne Dynamics iMA Customer Driven Service Workshop is a 1/2 day training session that can help you and your company become more effective and develop a competitive edge. Prior to the programme participants will complete the PlusOne Dynamics iMA Questionnaire to help them identify their iMA style, and will then attend a specially designed 1/2 day training session that covers: How to identify a persons communication style Understand the 4 powerful communication style Adaptation of different communication styles How to to create Moments of Magic Effective customer communication strategies

Keywords: Customer Service Training, Leadership Training, Management Training, Sales Training, Staff Training, Team Building

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