the Art of Service Excellence: Empowering Your Team to Deliver Outstanding Customer Experiences
#CustomerExperience #ServiceExcellence #DelightfulServices
Duration
3.5 hours
Language of Delivery
Cantonese, English, or Mandarin
Introduction
In today’s competitive business landscape, providing exceptional customer experiences is paramount to success.
In the half-day workshop “Uplifting Customer Experience with Delightful Services,” participants will embark on a transformative journey to understand the evolving needs and expectations of visitors & customers.
They will acquire essential service skills to deliver friendly and courteous interactions across various scenarios. Through interactive sessions and real-life examples, participants will learn to handle different types of customers tactfully based on their unique personalities.
By the end of the workshop, participants will be equipped to elevate customer experiences and create a lasting impact, fostering customer loyalty and organizational growth.
Course Details
Objectives
The objective of this half-day workshop is to equip participants with the knowledge and skills to uplift customer experiences through delightful services. By the end of the session, participants will understand the evolving trends in customer experience and the rising expectations of visitors & customers.
They will master the qualities of service excellence, encompassing professionalism, politeness, and proactivity. Participants will learn personalized techniques to delight customers at your store, experience center or premises, including providing personalized service, going the extra mile, anticipating needs, and showing kindness.
Additionally, participants will gain insights into different customer personalities (analytical, driver, amiable, expressive) and learn effective strategies to build rapport and communicate with each type. The workshop can be customized with examples, stories, and cases provided by the client to ensure relevance and practical application.
Methodology
This workshop adopts an interactive and experiential learning approach to maximize participant engagement and skill development.
Through informative presentations, group discussions, interactive exercises, and role-plays, participants will gain a comprehensive understanding of uplifting customer experiences. The workshop will explore the trends in customer experience and the expectations of visitors and customers.
Participants will learn the three qualities of service excellence: professionalism (external image and presentation, internal product knowledge), politeness (expected behaviors and effective communication), and proactivity (exceeding customer expectations).
Practical techniques, such as the P-E-A-K tips (Personalized Service, Extra Step, Anticipate Needs, Kindness), will be shared to delight customers. Participants will also benchmark and draw inspiration from external examples of outstanding customer services. The workshop encourages active participation, reflection, and the application of learned skills to real-life scenarios.
Key Takeaways
Participants will leave this half-day workshop equipped with the knowledge and tools to uplift customer experiences and deliver delightful services. They will understand the evolving needs and expectations of visitors & customers, enabling them to create memorable interactions.
Participants will possess essential service skills, including professionalism, politeness, and proactivity, to exceed customer expectations. They will learn personalized techniques, such as providing personalized service, going the extra mile, anticipating needs, and showing kindness, to delight visitors & customers.
Additionally, participants will gain insights into different customer personalities and develop effective strategies to build rapport and communicate with each type. By mastering the art of service excellence, participants will elevate customer experiences, foster customer loyalty, and contribute to the overall success of Tai Kwun.
Agenda
- Introduction to customer experience trends and rising expectations
- Mastering the qualities of service excellence: Professionalism, Politeness, and Proactivity
- Techniques to delight customers: Personalized Service, Extra Step, Anticipate Needs, Kindness (P-E-A-K Tips)
- Understanding different customer personalities: Analytical, Driver, Amiable, Expressive
- Building rapport and effective communication with different customer types
- Benchmarking and drawing inspiration from external examples of outstanding customer services
- Interactive group discussions, interactive exercises, and role-plays
Target Participants
This half-day workshop is suitable for customer-facing teams, service professionals, and individuals responsible for delivering exceptional customer experiences. It is beneficial for staff members or any organization seeking to enhance their service quality and customer satisfaction. Whether you are a frontline staff member, supervisor, or manager, this workshop provides valuable insights and practical techniques to uplift customer experiences and foster customer loyalty.