We Combine Cognitive, Emotional and Artificial Intelligence to Empower People
Strategic Customer Service Management
Professional Customer Service
The business that wants to succeed in a difficult and competitive environment needs its staff to possess a high level of customer service.
To be able to meet the expectations of its customers by creating positive emotions in them. To be able to maximize the value provided to customers and this ability to be a strong competitive advantage.
To achieve this, the staff must develop the right perception, mindset, competence, skills and overall customer service approach. In addition, the staff must be aligned with the corporate strategy regarding the service experience that the business seeks to offer to its customers in order to differentiate and strengthen its position in the market.
Guy Kawasaki, in his very interesting book, entitled 'The Art of Changing Hearts, Minds and Actions' says that there are many ways to achieve success. We can develop sympathy, reliability and quality. In this way the employees who serve customers have the opportunity and can develop their ability to charm customers!
Target Audience
Managerial, supervisory and responsible staff of business departments and other organizations who are responsible for the planning and execution of the 'Customer Service Experience' Strategy.
Sectors of activity: Retail and wholesale trade, services, production, construction and manufacturing.
Subjects and objectives to be developed
How well do you understand your customers? You will be able to better understand the needs, wants, expectations and personality of your customers and you will be able to offer better personalized service.
How much does your staff believe in customer service? It will help your staff better understand the strategic importance of customer service. He will have a better understanding of how he contributes to a great and important cause for everyone. Thus, the positive attitude and active effort of the staff will develop, developing their autonomy and integrity.
How will you dynamically and positively influence your customers? You will get to know the most important skills of communication and emotional intelligence, techniques and behaviors and how they are applied in practice. Thus, you will be able to apply them directly in the work environment and do more effective evaluation and self-evaluation for continuous improvement with specific criteria.
How can the business develop strong customer relationships? You will be able to develop your customer relationships by applying outreach, communication and handling techniques that promote a customer-centric - H2H philosophy that will delight customers and strengthen their loyalty.
How can staff deal with difficult customer behaviors and difficult incidents? You will be able to prepare staff to better develop their response capability through practical knowledge and techniques with real life examples and potentially challenging incident scenarios.
How will you develop your customer service culture? You will develop the attitude / mindset of your staff to develop and ensure a successful customer service culture that supports the delivery of the customer service experience your business promises.
Characteristics of the program
Adaptability
Flexible with the possibility of the design and implementation being adapted according to the needs, data and goals of the business / organization of the trainees.
It is applied within the premises of the company or in an approved room or in an online area approved by the Human Resources Development Authority.
Groups are organized, the duration is determined and meetings are planned depending on the possibility of the company's schedule.
Interactive
The instructor presents it in a way that helps the trainees feel comfortable, enjoyable and gets their interest.
Questions are asked, discussion is held to exchange knowledge, opinions, ideas and experiences. Thus, the trainees are able to participate more actively and creatively, thus understanding the program better.
The role of the trainer turns into a facilitator, coordinator and consultant.
Practical
The program has a workshop nature and a large part of the time is dedicated to apply group and individual exercises related to the business environment and their roles: questionnaires, scenarios, simulation, problem solving, risk management, idea workshops, decision making, etc.
The learning experience is enhanced, which is maintained over time, thus increasing the ability and performance at the individual and group level of the trainees.
Contemporary
Modern methods of training and distance learning of adults working in a business environment are used.
Leverage current application technologies, including artificial intelligence, developed in the digital age to transform the learning process and develop the learning potential and experience.
Presentations are stylish with attractive photos and slides that attract and retain attention.
Program implementation methodology
The aim is to ensure that the training programs are efficient, effective and aligned with the objectives of the trainees and the business / organization.
We follow a systematic instructional design framework used to guide the process of creating vocational training programs that supports Program Analysis, Design, Development, Implementation and Evaluation.
We focus on structuring the creation of learning experiences by promoting group learning to achieve geometric efficiency.
The company can understand through the program how to facilitate and strengthen the application of the program in its daily operation, to identify and evaluate the improvements that have occurred over time after the implementation of the program.
Analysis
We identify and analyze the improvement needs of the business and the trainees who will participate in the program.
Design
We design the educational approach of the group.
Development
We develop the content of the program
Implementation
We implement the program with the methodology, means and techniques specified.
Evaluation
We evaluate the achievement of learning objectives and program performance.
HRDA Subsidies
The implementation of the single-business subsidized programs can be done inside the business premises or in an approved room or in an online space approved by the Human Resources Development Authority.
The cost of the training can be covered up to 100% by the grant of the AND, depending on the level of the grant and the number of people participating in the program.
We support businesses with the approval and grant payment procedures from the Human Resources Development Authority through the ERMIS platform.
Benefits for the business
It develops knowledge, skills, behavioral attitudes and mindsets
It enhances human resource resilience and continuous improvement, adaptation
It enhances people's satisfaction, commitment and dedication to achieve goals
Aligns HR with vision, mission and strategy
It revitalizes and strengthens individuals' optimism for a better future
Increases results and performance at individual and team level
More effective management of business risks is achieved
It better prepares the business / organization for the upcoming challenges
It enhances prospects, opportunities and competitiveness
Every business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than our ability to exploit it. Digital Darwinism does not discriminate. Every business is threatened.
Expression of interest
Please contact us directly for more information on the program you are interested in and how you can apply it to your business exclusively for your own employees.
Just fill in the details below and we will contact you shortly.
We are always eager for your best service!
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