In the modern organization, everyone has “customers” internal and external. Star performers go out of their way to make themselves available to serve their clients, especially during crucial moments. Stars also help their clients to look good: for example, doing something that creates a visible success for the client (internal or external). To shine at service we need to monitor the satisfaction of customers, not waiting to hear complaints but freely offering information that might be helpful without self-interest motivating the gesture. This lays the groundwork for a trusting relationship, one where the client or co-worker will feel a positive regard and start to see us as a source of reliable and helpful information-elevating the relationship above one simply of buyer and seller.
The shift toward making the customer’s needs the center of the relationship goes hand in glove with having a friendly emotional tone. This is crucial in handling disgruntled customers. How customers feel when they interact with an employee determines how they feel about the company itself. In a psychological sense, the “company” as experienced by the customer is these interactions. Loyalty is lost or strengthened in every interaction between a company and its customers. To paraphrase business maven Peter Drucker, “the purpose of business is not to make a sale, but to make and keep a customer.”
Hardly a day passes without the word “attitude” entering a conversation. It may be used as complaint or a complaint. It could mean the difference between a promotion or a demotion. Sometimes we sense it, other times we see it. Yet it is difficult to explain. The attitude is an inward feeling expressed by behaviour. That is why an attitude can be seen without a word being said.
Since an attitude often is expressed by our body language and by the looks on our faces, it can be contagious. Psychologist/Philosopher James Allen states “A person cannot travel within and stand still without.” Soon what is happening within us will affect what is happening without. A hardened attitude is a dreaded disease. It causes a closed mind and a dark future. When the attitude is positive and conducive to growth, the mind expands and the progress begins.
This programme will empower the learners with the knowledge, skills and the understanding to:
- Understand what is attitude and why is it important.
- Develop and maintain a winning attitude.
- To shift limiting mindsets and behaviours and choose unlimiting ones.
- To align their life purpose with their work to become servant leaders.
- Understand why developing a high Emotional Intelligence is crucial in building healthy and long-lasting customer relationships.
- Transform miserable experiences into highly rewarding ones
- Understand the customers' needs and match them to services or products.
- Seek ways to increase customers' satisfaction and loyalty.
- Gladly and enthusiastically offer appropriate assistance
- Grasp a customers' perspective, acting as a trusted advisor.
Duration: 3 days programme.
A practical assignment will be given to the learners to complete by applying the knowledge and skills learned from the programme at their environments/workplace. A due date to submit the assignment via e-mail will be given to the learner before completion of the programme. A follow-up and coaching session will be scheduled between the learner and the coach/facilitator to support and empower the learner to sustain the learning and achieve Return on Investment.