DESIGNED FOR: All employees
PREREQUISITES: Pre-Workshop Assignment (Optional)
Reading of Fish! By Stephen C. Lundin, Harry Paul and John Christensen, Hyperion, 2000
RESULTS: After this programme, you will: project professionalism and self-confidence when interacting with your customers and your colleagues.
CONTENT: This programme uses assessments, videos and practical exercises to help individuals and teams improve their communication and interactions with their customers and with each other.
Module 1 (Communication Principles)
Ø This segment of Module 1 is optional (only done if Fish book is used)
Good service = More a Question of Attitude than Skills (Book Discussion Fish)
Ø Discussion on book (Favourite quote, most touching, unusual or interesting quote/story in the book)
Ø Fish Stories which engaged and surprised customers
Ø The Four Rules of the Fish Philosophy
Ø The Art of Communication (Communication Process and Communication Components)
Ø A client Service Report Card – How do we score?
Ø Frame of References: how they act as filters in our perceptions and actions
Ø “Communication Styles”: Self-Assessment and Analysis of individual scores
Ø The four communication styles and their impact on how we relate to others
Module 2 (Characteristics of varied customers and individuals)
Ø Role Play: Providing explanations to customers who like details, customers who only want the bottom-line or customers who put emphasis on the “people aspect”
Ø Clients Expectations and needs
Ø Quiz: How familiar are you with the four generations currently in the workplace?
Ø Characteristics of Generation Y, Generation X, Baby Boomers and the Swing/Senior Generation
Ø Large group discussion: How can we better meet the needs and expectations of Generation Y, Generation X, Baby Boomers and the Swing/Senior Generation?
Ø He said/She said: Gender differences (different perspectives)
Ø Understanding Cultural Difference for Better Interactions with Colleagues and Customers
Ø Quiz: What do you know about some of the cultures that we deal with?
Ø The power and impact of stereotypes in our interactions with others
Ø Characteristics of cultural and ethnic groups prevalent in Bermuda
Ø Large group discussion
Module 3 (Service Skills and Key Service Elements)
Ø The five fundamental service skills: listening, focusing on the customer, earning the right to advance, involving the customers, questioning,
Ø Skills practice exercise on questioning
Ø Self-Evaluation: “Are you a good listener?”
Ø Skills practice exercise on listening
Ø Tips for establishing a long-term relationship based on trust
Ø Simple lines that add “charisma” to the service mix
Ø Handling difficult customers – The art of showing empathy to reduce the tension
Ø Videotaped Role-Play followed by feedback: Irate Customers Scenarios
Module 4 (The Five-Step Service Model)
(Overview and Practice Session)
Ø Step 1: Greet the customer
Ø Step 2: Assess customer’s needs
Ø Step 3: Satisfy needs
Ø Step 4: Answer customer’s questions or concerns and show empathy (if required)
Ø Step 5: Close in a cheerful manner
DURATION: Four half-days (3 ½-hour modules) from 9:00 – 12:30 or from 1:30 – 5:00
*** Completion of Individual Action Plan (to be returned 4 weeks after the programme)