Overview

This course is taught from the angle of psychology, neuro-linguistic programming & neuro-semantics, with learning  made enjoyable using the "mental movie" as a metaphor to deliver concept of service mindset & excellence. Customers & customer service reps (CSRs) both play different mental movies, and CSR's can learn to change their own mental scripts & positively influence their customer's horror mental movie.

Course Outline

• Understanding customer mindset & behaviour
• Balancing service with company policies and legal requirements/interpersonal interaction
• Service excellence and productivity

Duration

• 4 hrs

Workshop Leader

• Kevin Shepherdson
  

Note: This course can be customized to suit your organization's needs.

Download the brochure here

View our workshops on:

• Mindset / Motivation
• Sales & Marketing
  
• Communication
  
• Career Development
  







Benefits of Attending this Course

• Understand yourself and know how to manage difficult customers
• Profile the different kinds of customers you will encounter
  
• Learn questioning skills that get to the root of your customer's complaints

Who Should Attend?

• Those in Customer Service