Service Champions™

Course title

Service Champions™

Overview

An advanced programme that will teach attendees how to utilise the power of NLP and Emotional Intelligence (EQ) to deliver a truly exceptional customer experience.

Objectives

Utilise EQ techniques to develop deep understanding and rapport

Learn powerful NLP communication and empathy skills

Manage own emotions and behaviour to maximise personal influence and service performance

Content

Understanding 21st Century service expectations

How to embody the 'brand' strategy during every customer interaction

7 key steps to delivering Emotionally Intelligent customer service

Understand 'loyalty drivers' and how to influence them

Understand your customer's preferred communication style

Techniques for building a deep rapport with customers

Utilising NLP and 'statement management' to control the customer's environment

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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