Service management

Customer service and styles of communication

We are at a moment of great need for behavioral changes in the post-industrial, developed world corresponding to the fact the service sector now occupies a central role in our economies. The need for a Customer-oriented rather than a product or service-oriented approach is clearly necessary.

Our way of thinking and our approach to human relations in many ways belong to our industrial past when the quality and the price of a product or a service was more important than customer relations.

Consequently, many organizations do not invest the necessary time or resources in training personnel "on the bottom rungs of the ladder". They are often seen as inexpensive, easily replaceable human resources.

In fact, it is those who are at the bottom of the organizational hierarchy who have now become decisive elements in the well-being of the company as they are in direct contact with the customer. Their attitude and skills in customer relations decide how strong "the pyramid" is going to be. People rather than products are now the foundation of the company.

This course directs itself to the need of any organization to train all its people who are in direct or indirect contact with the customer.

Topics:

The major topics covered in this seminar are:

  • Different styles of communication.

  • The basis of customer service.

  • The firm or the organization as a working team.

  • Roles, decision-making, information flow, training, clear references, the nature and coordination of tasks.

  • Work tone and motivation.

  • The image of the firm.

  • "Pressure" and "lack" of time.

Objectives:

At the end of this seminar the participants will be able to:

  • Distinguish the difference between "informing" and "communicating".

  • Understand the different styles of communication, including their own style, its strengths and weaknesses.

  • Understand the differences between an industrial and a service mode of thinking and behaving.

  • Master some fundamental techniques regarding sales and service.

  • Understand the determinants of motivation and how to incorporate new personnel into the working team.

  • Feel more secure in their jobs since they will know exactly how to locate a problem and find its solution.

  • "See" themselves as others see them.

Format:

This twelve-hour course relies heavily on case studies, problem-solving, surveys, group discussions, role-playing and video filming.

Who should attend:

Anyone in the organization in direct or indirect contact with the customer.

Size:

25-40 participants per course.