Be Our Guest

Carve your Customer Experience!

Overview:

In the modern competitive business world, customer service is not just about keeping some clients happy and solving some minor problems, but rather about fulfilling customers’ expectations, creating a pleasant and memorable customer experience, and raising the business profile, & hence impacting a company’s image, credibility and, more importantly, profitability!

Course Methodology and Roadmap:

“Be Our Guest” tackles customer service from a 360 perspective

& is based on two of the latest and most influential publications on the topic:

• Industry based; the workshop is role-plays & case studies based. They are built & customized based on each client’s industry & culture

Course Outline:

This workshop will be covering:

Introduction:

• Magic in serving customers: practical magic defined
• GUESTOLOGY

Part One: The Agent:

• Casting the first impression
• The behaviors of quality service
• Appealing to the different senses- creating customer experience
• Onstage & backstage preparation
• Behavioral skills:

1. Tone of voice
2. Hand & body gestures

• Facial expressions

1. Smile

• Interface:

1. Dress code
2. Personal hygiene

• Workspace organization

Part Two: The Customer:

• Knowing & understanding guests
• Different types of customers and how to handle each

Part Three: The Process

• The quality service cycle

Part Four: Challenging Times

• Handling complaints
• Delivering “no” with grace
• Managing interaction duration with professionalism & positive attitude
• Stress management
• The extra mile strategy

Workshop Duration: Two Full Days

Number of Participants: Up to 20

Participants: Customer Service Agents