Soft Skills and Behavioral training

Customer Delight through Service Excellence – Frontline Professionals

2 days

About the Program

What makes a customer happy or unhappy? What is the key to provide a delightful customer experience and earn long term loyalty?

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.Mahatma Gandhi

Research has repeatedly proven that paying close attention to ensuring customer delight is well worth it. It is critical that all the stakeholders including the frontline executives of every organization remain engaged to deliver customer delight. This not only helps in generating repeat revenues but, in the long run, also helps in building a strong brand. The above can be achieved through regular training programs on building customer service skills.

Customer Delight through Service Excellence – Frontline Professionals is a 2-day customer service skills training program designed to equip your frontline teams with the skills & the attitude needed to provide a memorable customer experience.

How will it help you?

By enhancing service quality, frontline executives can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an organization’s success and long-term sustainability. This customer service training program will help you:

  • Understand the basic tenets of customer service.
  • Learn RULE principle of customer service: reframe, understand, listen and engage.
  • Embrace four key elements of service excellence – the core producer value proposition, proactive complain management, personal service and the extra service that surprises and delights the customer.
  • Learn about the various service elements – setting, timing, action and scripts.
  • Learn how the timing of service elements is critical to customer satisfaction and how to connect those elements to the customers’ mind.
  • Learn how service scripts are essential to service excellence and how to improvise them depending on situations.