SERVICE WITH A SMILE

“Building a good customer service experience does not happen by accident, it happens by design” – Clare Muscutt

WHAT TO EXPECT

Your customers are your most valuable asset, and poor customer service does not lead to repeat customers.

Good customer service is vital to the success of any business, no matter how incredible your product or service is, not providing excellent service to your customers will keep them from coming back!

Service with a Smile is an interactive workshop that uncovers the strategies of building a business based on improving and gaining good customer service, and enhances your organization’s customer service experience.

How your clients experience your business truly matters to keep them coming for more!

The combination of multiple activities in this training, enhances communication skills and team spirit, increases morale and bonding between teams and strengthens working relationships.

Use the tools and techniques taught in this workshop to improve your customer service experience, retain clients, boost your business, and maintain loyal clients!

service promo

satisfied organizations

INDIVIDUALS SERVED

modules

MODULE 1: UNDERSTANDING CUSTOMER SERVICE

  • Recognize what customer service really means to you and your client
  • Understand the role of each employee in the customer value chain
  • Understand customer service needs towards internal and external clients
w

MODULE 2: EFFECTIVE POSITIVE COMMUNICATION

  • Understand what it means to communicate effectively
  • Positive verbal communication
  • Non-verbal communication
  • Effective listening skills

MODULE 3: LYBRA'S 5B METHOD

  • Using the 5B Method effectively in serving both internal and external clients
  • Understand customer expectations

MODULE 4: TELEPHONE ETIQUETTE

  • Understand what it means to communicate effectively over the phone (tone, volume, modulation)
  • Positive verbal communication
  • Properly taking messages and notes

MODULE 5: EMAIL ETIQUETTE

  • Identify best practices in managing different customer situations (face to face and on the phone)
  • How to stay calm and maintain oneself during difficult situations with clients
  • Understand how to overcome internal communication barriers

MODULE 6: EFFECTIVE SALES TECHNIQUES

  • The effective and ethical way to make a sale
  • Why having product knowledge is essential to your sales
  • How to build and maintain client relationships

CAPTURED MOMENTS

ARDAC

Service with A Smile

KIRPALANI

Service with A Smile

Roy Boedhoe Enterprises

Service with a Smile

Central Bank of Suriname

Service with A Smile

KIRPALANI

Service with a Smile

TRAINING FEATURES

What’s included: Handbook, Certificate of Completion, Follow-up coaching sessions, Video Teaser and Group Pictures.

Participants: will engage in presentation skills, role playing, team work, problem solving and much more!

Training: clients can choose the modules based on their requirements, and the training is tailor-made to fit the type of organization.

Program Length: 2 – 3-day sessions (4-5 hours per session), depending on the client’s needs.

Language: the training can be conducted in both Dutch & English.

Group size: minimum 5, maximum 15

Discount: group discounts will be offered for groups of 12 to 15 people.

From Our Clients

Here’s what our clients had to say about SERVICE WITH A SMILE

De consultants/trainers waren heel duidelijk/helder in het overbrengen van de informatie. De sessies waren heel interessant en leerrijk. Geen moment dat je iets wilde missen. Er werden tussendoor ook enkele ontspanningsoefeningen gedaan op een bepaalde muziekritme. Dat was heel erg aangenaam! De kennis die ik heb opgedaan, de verschillende technieken/oefeningen die gegeven werden, hebben een positieve impact gehad. Ik heb een bredere kijk gehad op het gebied van Communicatie en Klantenservice.

Ik adviseer anderen om deze training te volgen, omdat iedereen ernaar streeft om die service te geven waar klanten blij van worden. Dat gebeurt meestal, wanneer er achter die mooie smile ook een vriendelijke en zelfverzekerde medewerker staat. Wanneer je de klant dan inderdaad ziet opleven, brengt dat toch ook weer een smile op je gezicht.

Angeline Sisal

Floor manager, Kirpalani

“Ik heb opgemerkt dat de onderlinge communicatie en het wederzijds begrip beter is geworden”.
Sharmain Nandlal

Debiteuren administratie, ARDAC International

“Mijn ervaring tijdens de sessie was leerrijk.
Ik heb kunnen leren hoe om te gaan met mijn werk, dit heeft gemaakt dat ik veel meer ben gaan houden van mijn werk. Ik heb ook geleerd hoe vriendelijker om te gaan met de klanten.
Ik heb de 5B methode toegepast in mijn werk en het werkt heel goed”

Inez Amatjasir - Sastro

Team coordinator, Kirpalani

“Gedurende de sessie heb ik een positieve en leerrijke ervaring opgedaan.”
Marcha Chung

Operation Coordinator, Southern Commercial Bank

VIDEO TESTIMONIALS

INTAKE FORM

Kindly click the Intake Form button below to provide us some information about your organizations goals and needs.
Our trainers will then contact you for a meeting in person or online via video/telephone conference.

Share This