The Professional Service Excellence (PSE) programs focus on the skills and behaviours needed to provide excellent customer service both internally and externally. The programs are designed around the specific service charter, ethos and standards of each organisation. They are highly interactive, practice rich and delivered in a ‘real world’ context to maximise the transfer of learning.
NB. Sample course only
Organisations Standards of Excellence
Who are our customers and what are their expectations
Window of Service Effectiveness – Balancing procedural and interpersonal
Brand You – What is it? How does it relate to the organisations promise to customers?
Characteristics of successful people – Attitude verses Skill
Emotional Intelligence – Identify areas/strategies for personal/professional development
Fish! Philosophy
Introduction to Fish! Play; Make their day; Be there; Choose your attitude
Generating passion, energy & enthusiasm
Make Their Day
The Moment of Truth – The Loyalty Ladder – Building advocate relationships
The Wow Factor – Exceeding customers’ expectations
Being There
Barriers to ‘Being There’ – Assumptions – Poor listening habits
Building immediate rapport – Developing ‘Sensory Acuity’- Talking customers language
Communication Matters
Effective telephone/email communication
Identifying different communication styles/proactive communication
Active listening/empathy – Reading between the lines
Reframing techniques in handling tough conversations
Questioning techniques to gather/clarify Information, seek understanding, identify real needs.
Communicating negatives – Saying ‘No’ and maintaining customer relationships
Skills in giving and receiving feedback
Negotiation/Influencing Skills for Win/Win Outcomes
Identifying emotional ‘Hot Buttons’/Control with ‘Benefit Statements’
Advanced Questioning Techniques to gain cooperation, agreement and commitment
Application to handling difficult people/difficult service situations/managing up
Choose your Attitude
Attitudes for a dynamic workplace -Building resilience – Techniques/Actions
Play – (The Power of Four)
Ideas for Play and maintaining light heartedness appropriate for the organisation
This program is designed for everyone working to improve relationships within the organisation and with customers.
1 or 2 days.
