Upon completion of this workshop, the participants will:

• Focus entirely on the concept of Quality Service,
• Understand strategic points for offering excellent service,
• Acknowledge the right Service Culture,
• Work effectively in relation to the seven fundamental areas of Quality Service and practice in effective techniques for its efficient supply,
• Define reponsibly the criteria of Quality Service which comply with the organisation in which they work,
• Practice Effective Interpersonal Communication Techniques,
• Use the Art of Active Listening,
• Understand clearly the needs of the people they serve or with whom they communicate in general,
• Learn to control their communication, reinforce its impact and avoid conflicts,
• Thoroughly understand the demands and needs of the people they serve,
• Manage with ease and professionalism complaints and objections of the people they serve,
• Represent with professionalism the department to which they belong,
• Work in a team and exude positive spirit,
• Recognize the importance of maintaining long-term relationships of trust and cooperation through the principles of Service Excellence.

DAY ONE

08:30 - 10:30
INTRODUCTION TO WORKSHOP

• Creative Exercise: Let us introduce ourselves ... in terms of service
• Analysis of the workshop aims
• Characteristics and Requirements of Our Time
• Group discussion: How is the quality of service affected?
•  Analysis of Fortune 500 research
•  Professional employees and the triptych of success
•  Our Department and its Operations – Group exercises
•  What exactly is our role?
•  What does the company expect from us?
•  What does our manager expect from us?
•  What should be the governing values of Service Quality?
•  How do we believe people that we serve receive our services up to now?  
• Quality and Service Excellence Above All
•  Exercise: Who are we? - Who do we represent? - What is our job after all?
•  Service culture
• PRINCIPLES of Quality Service

10:30-10:45 Coffee break

10:45-13:15
A FUNDAMENTAL AREA OF SERVICE EXCELLENCE IS: EFFECTIVE INTERPERSONAL COMMUNICATION

•  The elements of a face-to-face message
•  Status and Intonation in Expression
•  What styles and attitudes should be avoided in Service
•  The importance of positive vocabulary
•  Use of Proper and Positive Expressions
•  Group exercise: Create Key-Expression for Service
•  Role-Playing: Serve… on the phone!
•  Conclusions
•  Body Language: the fundamental principles
•  Exercises: Comment on body language
•  Attitude– Style– Body language – ‘Beads’

SERVICE ROLE-PLAYING - PREPARATION OF GROUP SCENARIOS

1.  Simple scenario: cooperative customer
2.  Complex scenario: multiple / complex customer needs
3.  Crisis scenario: customer irritated throughout the service

COMPLAINT SCENARIO: DEALING WITH A 'CUSTOMER' WHO HAS A JUSTIFIED COMPLAINT

13:15-14:00 Lunch break

14:00-16:00
CREATICE GAME
THE ART OF ACTIVE LISTENING

•  Exercise: see active listening
•  Analysis of the technique of active listening
•  Exercise: Activating Active Listening
•  The Art and Technique of Questions
•  Discharge Statements
•  Role-Playing: Practice in Active Listening

ROLE-PLAY 1 - SIMPLE SCENARIO: COOPERATIVE 'CUSTOMER'

•  Conduct of Role-play
•  Key-expressions from case study

CONCLUSIONS

16:00-16:15 Break

16:15-17:45
TAKE THE NUMBNESS OUT…
DEMANDS AND NEEDS OF CUSTOMERS

•  Our customers,
•  Exercise: What are our customers buying?
•  Exercise: Three essential reflections …
•  Who are they?  Categorization and Targeting
•  What exactly do they generally desire? What can we do to satisfy them?
•  How would we rate ourselves on providing quality service and effective communication;

VIDEO CASE STUDY

•  Educational Video
•  Which service values are emerging?
•  How do these employees maintain excellent morale?

GAME TO CONSOLIDATE THE KNOWLEDGE ACQUIRED THE FIRST DAY
 

DAY TWO

08:30 - 10:30
CREATIVE EXERCISE
THE OVERALL PICTURE OF EXCELLENT SERVICE

•  The 7 fundamental areas of Service
•  In which areas do we need to improve as service representatives;
•  In what areas does our department need to improve overall?

OFFERING QUALITY SERVICE

•  Let's see things...circularly

ROLE-PLAY 2-COMPLEX SCENARIO: MULTIPLE / COMPLEX CUSTOMER NEEDS

•  Role-play
•  Key Expressions from case study

CONCLUSIONS

10:30-10:45 Coffee break

10:45-13:15
ROLE-PLAY 3 -CRISIS SCENARIO: CUSTOMER IRRITATED THROUGHOUT THE SERVICE

•  Role-play
•  Key Expressions from case study
•  Conclusions

EXCELLENT SERVICE MEANS: AVOIDING CONFLICTS

•  Test: What is our reaction to a verbal assault?
•  The root of conflict
•  Ways to avoid-manage conflicts
•  Conflict management
•  Relaxation Techniques
•  Exercise: Which vehicle do you represent?

ROLE-PLAYING: DISAGREE WITH YOUR MANAGER

•  Role-play
•  Conclusions

EXERCISE: WHO IS OUR MOST DIFFICULT CUSTOMER?

13:15-14:00 Lunch break

14:00-16:00
GAME OF CREATIVITY AND POSITIVE THINKING
ROLE-PLAY 4 - COMPLAINT SCENARIO: DEALING WITH A 'CUSTOMER' WHO HAS A JUSTIFIED COMPLAINT

 ROLE PLAY

•  Key Phrases from case study

CONCLUSIONS

RECEIVING AND MANAGING COMPLAINTS

•  Exercise: How valuable are Complaints?
•  Receiving and Utilizing Complaints
•  Strategy for Management of Complaints

MANAGING OBJECTIONS

16:00-16:15 Break

16:15-17:45
PROFESSIONALISM

•  Confidence in myself and my abilities
•  Quick and conciliatory thinking
•  Willingness for proper communication
•  Positive spirit
•  Receptivity to change
•  Teamwork

PERSONAL ACTION PLANS

•  Action Plan in relation to the seven fundamental areas
•  Commitment to action

FINAL CONCLUTIONS AND IDEAS

•  Group game of Recapitulation

VERIFICATION OF RELIZATION OF SEMINAR GOALS
SEMINAR EVALUATION
SEMINAR CERTIFICATES