Business Etiquette & Customer Service Workshop (1 Day)

Target Audience:

This highly interactive workshop would benefit anyone who is in a customer-facing profile, either over the telephone or over a face-to-face interaction. Irrespective of whether the executive is a front-ender or is at a managerial level, this workshop will provide the participant the wherewithal to handle any kind of customer and any kind of customer service scenario. Participants are shown ways in which they can provide excellence in Customer Service by understanding rules of Business Etiquette.

Employees who are also not actively involved in customer interactions will benefit from the program, as the course will equip them how to form a successful connect with internal customers by understanding nuances ot professional etiquette.

Program Summary:

Irrespective of the industry, the customer most definitely is the king, and rightly so. In today’s world of high consumerism, where the customer has the luxury of different service providers for the same product, Customer Service is that defining factor which gives the organization an edge above the others.

The customer calls the shots and the service provider needs to be sensitive to these needs of the customer and respond appropriately. 

Sales and Customer Service are essentially two sides of the same coin and this module explains the importance of that to the employee. Customer service is integral to any organization’s growth and success and aligning ones’ behavior in order to attune oneself to this need is what is required.

The workshop stresses on how business can be conducted in a more efficient and professional manner, which in turn leads to enhancement of the organization’s reputation.

Customer Service can make or break an organization and this concept, as well as its practical application, is what is driven through this workshop.

Program Objectives:

By the end of the program the participant will be able to:

- Understand Excellence in Customer Service and its application
- Establish that Sales and Service go hand in hand
- Gain an understanding of improving Sales through Customer Centricity
- Become adept at demonstrating the right etiquette on Telephone calls
- Write more effective and persuasive emails
- Conduct business in an emotionally intelligent manner
- Take ownership and demonstrate empathy
- Communicate more effectively
- Practice the nuances of body language
- Appreciate principles of good etiquette in business
- Project positivity even while saying “No”
- Enhance brand reputation by displaying high levels of professionalism and customer centricity

Indicative List Of Program Topics:

- Basic concepts of Excellence in Customer Service 
- Why Provide  Excellent  Customer Service - What are the Benefits  to Our Customers, Our Organization and Me
- What is  Internal and External Customer Service and its Importance and  Value to the Company
- Human and Business needs of the customer
- 2 sides of the same coin – Sales & Service 
- Disappoint, Deliver and Delight-the –Three Levels of Customer Service
- customer-centric behavior 
- Importance of “Listening” in building relationship with customers
- 3 Communication Styles
- Power of Positive
- The science behind” Listening”
- Empathy & Ownership
- Customer Profiling 
- The non-verbal advantage – Body Language nuances
- Para Language – Tone and Rate of Speech 
- Telephone Etiquette
- Email Etiquette
- Telephone Tactics & Sales Closure

Methodology:

The program would be highly experiential with games, activities, team tasks and group discussions. The facilitator would design the program in a manner that it caters to visual auditory and kinesthetic learners. The program is highly customizable and can be tailored to meet the client’s needs and objectives.