Gulfstone Training will develop, design, and deliver
a one-(1) day workshop on ‘Service Management, Customer Friendly
Service’. It will also organize materials to create a comprehensive
workbook that participants can use as a follow-up to this course.
Service Management reflects how
we listen, focus and respond to our clients. Enriching people’s
lives reflects the main theme of this course. Service management
for the 21st century has changed from managers giving orders while
they take a back seat to watch if their team has done what they
have asked them to do, as compared to today’s service where
managers guide their team by getting out of their chairs and working
alongside with their team.
OBJECTIVES:
This program creates large group-based experiences
resulting in an organization wide teaming between cross functional
staff from all departments to support your organization customer care
staff in providing friendly customer service. This program uses 6
(six) games and activities over an 8-hour period to get real commitment
from participants to buy in your organization vision of customer care
and service. In addition participants will receive a toolkit of innovative
and very practical ideas to support the customer care team and in
building a culture of friendly customer service.
THE WORKSHOP OBJECTIVES:
BACK OFFICE PEOPLE WILL LEARN NUMEROUS
WAYS TO GIVE SUPPORT TO THE FRONT OFFICE
HOW WE CAN CHANGE OUR BEHAVIOUR TOWARDS
THE WAY WE TREAT OUR CUSTOMERS
KNOW THE DIFFERENCE BETWEEN TRADITIONAL
CUSTOMER SERVICE AND HANDS ON CUSTOMER SERVICE
KNOW THE IMPORTANCE OF NO-ONE LEFT
BEHIND
KNOW HOW TO ENCOURAGE YOUR TEAM
UNDERSTAND WHAT TURNS OFF OUR CUSTOMERS
KNOW HOW = KNOWLEDGE AND ACCURACY
SEE HOW = APPEARANCE AND COURTESY
DO HOW = PRIDE AND EXTRA EFFORT
WHO SHOULD ATTEND?
Mixed group between 25 – 50
years of age
Executives with 3-5 years experience
with
Senior executives with longer experience
Newly appointed managers
Managers without structured management
training
Existing managers who wish to enhance
their leadership skills
