BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Impact for Learning & Development - ECPv4.9.14//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Impact for Learning & Development
X-ORIGINAL-URL:https://impact-ld.com
X-WR-CALDESC:Events for Impact for Learning & Development
BEGIN:VTIMEZONE
TZID:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20170101T000000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=UTC:20171001T090000
DTEND;TZID=UTC:20171002T170000
DTSTAMP:20260616T043133
CREATED:20170814T005321Z
LAST-MODIFIED:20180717T143712Z
UID:4380-1506848400-1506963600@impact-ld.com
SUMMARY:BE OUR GUEST - The Art of Customer Delight!
DESCRIPTION:Be Our Guest \nCarve your Customer Experience! \nOverview: \nIn 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! \nCourse Methodology and Roadmap: \n“Be Our Guest” tackles customer service from a 360 perspective \n& is based on two of the latest and most influential publications on the topic: \n\nIndustry based; the workshop is role-plays & case studies based. They are built & customized based on each client’s industry & culture\n\nCourse Outline: \nThis workshop will be covering: \nIntroduction: \n\nMagic in serving customers: practical magic defined\nGUESTOLOGY\n\nPart One: The Agent: \n\nCasting the first impression\nThe behaviors of quality service\nAppealing to the different senses- creating customer experience\nOnstage & backstage preparation\nBehavioral skills:\n\n\nTone of voice\nHand & body gestures\n\n\nFacial expressions\n\n\nSmile\n\n\nInterface:\n\n\nDress code\nPersonal hygiene\n\n\nWorkspace organization\n\nPart Two: The Customer: \n\nKnowing & understanding guests\nDifferent types of customers and how to handle each\n\nPart Three: The Process \n\nThe quality service cycle\n\nPart Four: Challenging Times \n\nHandling complaints\nDelivering “no” with grace\nManaging interaction duration with professionalism & positive attitude\nStress management\nThe extra mile strategy\n\n  \nWorkshop Duration: Two Full Days \nNumber of Participants: Up to 20 \nParticipants: Customer Service Agents \n  \n
URL:https://impact-ld.com/event/be-our-guest-the-are-of-customer-delight/
END:VEVENT
END:VCALENDAR