Training Programmes : Customer Service
Training Programmes
If Looks Could Kill. The Power of Behaviour (Language: English)

Code: Α03BEHVID
Type: MMC Short Executive Workshops
Category:

A short powerful workshop using a video case study to demonstrate how behaviour can affect the outcome of business transactions.

See a demo of the video IF LOOKS COULD KILL: The power of behaviour here:

http://www.youtube.com/watch?v=I_07nl776OI
Duration: 1 day, 3.5 hours
Location: EDITC & MMC Conference Center, 16 Imvrou Street, 1055 Nicosia
Language: English
 
Who Should Attend

The following participants will benefit from this workshop:

  • Customer Service departments officers who have personal or telephone contact with the customer,
  • tele-sales executives,
  • administrative support officers who serve customers face to face or on the phone
  • executives who realize that, to cope with their duties in the competitive environment in which they operate, they will have to improve the quality of the services they offer.


Purpose

The modern business environment is characterized by intense competition. Therefore the cornerstone for the success of any business is customer orientation.

Customer orientation is a culture that everyone should share in a company or organisation. Excellent customer service should be the ultimate goal for all.


This workshop is based on the educational video "If Looks Could Kill: The Power of Behavior" which presents in a vivid manner how the outcome of business transactions depends on behaviour..



Objectives

Upon completion of the seminar, the participants will be able to:

  • Realize the power their behaviour has in business transactions
  • Understand how our behaviour is reflected on the behaviour of the person we are dealing with
  • Choose the right behaviour taking into account the circumstances
  • Facilitate transactions visually and verbally through the use of behaviour


Prerequisites
No prerequisites.

Methodology

The following techniques will be used:
 

  • Lecture
  • Educational videos
  • Group exercises
  • Group discussions
  • Role play,
  • Design of an Action Plan.


Equipment

The following equipment will be used:

  • Electronic presentation
  • Video projector
  • DVD player
  • Stationary
  • Notes prepared for the workshop


TimeTable

INTRODUCTION TO THE WORKSHOP

  • Creative exercise: Let's introduce ourselves … in terms of service
  • Analysis of workshop aims  

THE ISSUE OF BEHAVIOUR IN CUSTOMER SERVICE

  • Video Case Study:  "If Looks Could Kill: The Power of Behavior" - Part A
    • Group exercise: Identify the mistakes of the leading characters 
    • Behavior reproduces behavior
      • group discussion
  • Video Case Study:  "If Looks Could Kill: The Power of Behavior"  - Part Β
    • Change your behavior and use it to facilitate a transaction
      • group discussion

COMMUNICATION ESSENTIALS  

  • Internal and External Communication
  • Communication through speech and body language
  • Active Listening
  • Role play: Choose the right behavior

PERSONAL ACTION PLANS

  • Commitment to Action

FINAL CONCLUSIONS AND IDEAS

RECAP GROUP GAME
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