8 - 12
We, as customers, expect customized care that responds to our personal needs and expectations. We want to be treated fairly and with respect while gaining the service or while solving any eventual problem and also feel acknowledged and valued even if we are not right. All these expectations, especially in emotionally charged situations of complaint handling are quite challenging for staff that require a high-level of self-management, self-confidence and a skillful approach to successfully manage them.
The course establishes the proper attitude and develops excellent communication skills combined with bullet-proof processes to help the work of company’s customer service staff. The course allows the participants to explore the different elements of customer satisfaction and how the standards of excellence can be defined for them. They will learn the concept of exceeding expectations that gives them a step-by-step practical process to consciously improve customer satisfaction.
During the course participants will explore different levels of customer engagement and the hierarchy of customer needs as they relate to the Moments of Truth. They will understand the nature of complaints and how effective complaint handling impacts customer loyalty. They will learn the easy-to-use technique of the six-step process of complaint handling, and will practice how to implement it with assertiveness to ensure an improved service culture and customer satisfaction.
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All of us are parts of different teams, and our success is highly determined by the members of these teams. Our specific Insights-based program focuses not only on development of the individuals, but also on the common development of the team.
As experienced salespersons, we probably have a wealth of knowledge and tools in place to be successful. What if we could prepare and lead our sales conversations even more thoroughly, based on the style and needs of our Clients?
Did you fall in love with the colorful world of Insights? You want to take advantage of it in even more areas? This course covers the leadership aspects of Insights. It teaches leaders how to tailor their approaches based on the individuals’ personality styles.
Employees in biggest demand are those who are adaptive, agile, with growth mindset and able to lead themselves and others. Lumina Spark’s colorful language inspires people to develop their skills even further.
Our world is undergoing rapid changes in many arenas. Our customers are getting more powerful and make demands which have not been seen before. They want to be served through various channels, they want to get things done fast, seamlessly, without efforts. Customer Experience is a key differentiator in today’s business
Over the past period, remote work and online communication have become the new routine in the lives of many teams. This virtual distance brought a new set of challenges not only in how to successfully operate, but also in how to maintain team spirit, the feeling of togetherness, and improve collaboration&communication.
Researches indicate that when people are more than 50 feet apart from each other, their likelihood of collaborating more than once a week is less than 10%. This implies specific challenges for them beyond the usual demands of any traditional teams.
How is it possible to live up to every expectation and cram everything into just 24 hours? What is ‘quality time’? Is it what we live at home?
Salespeople, or indeed anyone, who is interacting with internal or external clients are often too focused or pressed to focus on their product features and on their sales targets. In their daily routine the most important questions tend to be forgotten: what does the customer need and how are we perceived by them.