This innovative program provides a blend of contemporary knowledge with a holistic approach to the understanding of the dimensions of customer service.
The programs aims at disseminating knowledge, skills and practices in an intensive, interactive mode and a condensed timeframe. The program unfolds around theories of organizational and customer psychology that are utilized as a framework to understand behavior as well as a tool to develop customer service competencies.
Participants will have the opportunity to explore new perspectives on human interaction and to practice alternative ways to address it.
1st Session - The Customer Service Competencies Game
With the use of gamification techniques, participants will understand and conceptualize the key themes of customer service efficiency. The game will also serve the purpose of assessing the characteristics of the participants’ team in order to further adjust the following modules to their challenges and needs. (cases & exercises)
Problem Solving – Handling Complaints
Self & Team Resilience & Customer Service
Group assignment: The journey toward Greater Customer Centricity
Applying a design thinking approach for best practices in Customer Service Management
2nd Session - Customer Centricity Masterclass / Tracing Management & Customer Service Management in the Digital Era
Customer Centricity Masterclass
Tracing Management & Customer Service Management in the Digital Era:
3rd - 5th Session - Diving deep into Customer Service Excellence
Session 3, Customer Needs & Expectations
Identify and clarify customer needs and expectations
Expanding Customer Relationships
Using Mind Maps to improve Customer Experience
Session 4, Best Customer Service Practices
Customer Service Stories
Session 5, Group Presentations The journey toward greater customer centricity
This program is addressed to Executives / Supervisors who lead teams in the area of:
To request more information please contact
Mrs. Maria Karadeli
Training Coordinator & P.R., Hellenic Institute of Customer Service
Tel: +30 210 6686370
email: [email protected]r
To get in touch with ALBA Executive Department please use the below information
Mrs. Maria Pappa
Tel.: +30 210 89.64.531-8
Fax: +30 210 89.63.302
e-mail: [email protected]
We would be pleased to address any enquiry you might have and to assist you in any way we can.