Introduction
Support personnel play very important role in making sure all products and services are delivered as promised. Without full cooperation and commitment from support personnel, the front liners are can only sell empty promises and forced to deal with angry customers.
Very often than not, the Support Personnel see themselves in the ‘support’ role; i.e. less important than the front liners who have to face customers on daily basis. By not being the ones who have to face angry customers, the support personnel sometimes are not aware of the importance of their role and the impact of their behavior and choices on daily basis; both to external and internal customers.
This workshop is designed to provide the Support Personnel the awareness of the importance of their role in being the key partner in delivering service quality to customers.
The focus is in building the right mindset, knowledge and skills necessary to help them make the right choices on behaviors that will impact service delivery on daily basis.
Who Should Attend
All support personnel
What they will learn
- Expand understanding on service quality and its impact on customer loyalty & organization survival.
- Identify customer’s expectations, factors that influence expectations and the need to change to meet changing expectations.
- Internalize their role and responsibilities as vital partners in service quality delivery.
- Take ownership in building service partnership with internal customers to deliver excellent service.
- Learn how to leverage Emotional Intelligence and take ownership in building positive emotions for consistent performance.
- Develop “Can & Will Do” thinking at work.
Methodology
The programme will be conducted using a combination of lecture, discussion & simulation activities.
Typical duration is 1 to 2 Days (9am – 6 pm)
