Microsoft Teams and Zoom are now firm household names and companies, big and small, are embracing the ‘new normal’.
This planet-shaking event has also encouraged organisations to look inwards, many now focusing on improving their company culture in order to become more customer centric.
To address this challenge, First Impression Training have designed, built & developed a unique and wholly Blended Learning Programme: Caring for Customers – From the Inside Out.
Read on to find out more.
This programme is for YOU!
If you’ve made your way to this page then it’s probably because you recognise the unique opportunity you have at this time, to step up to the plate and raise your game, so that you SHOW UP & STAND OUT from your competition, as we all begin our transition into this new World of Work (WOW!)
Well, here at Team FIT, we can help you achieve EXACTLY THAT!
We are passionate about all things CX and from all perspectives – both within and outside of the organisation. This fully blended learning programme is not just a fantastic route to improving your customers’ experience, it’s designed to create an entire culture shift – from the inside out!
To get ahead and stay ahead in your busy field, you not only need to win the hearts & minds of your Brand Ambassadors delivering the service, you need your whole organisation on board with culture change AND you all need to be on the same page!
That’s why we’ve created this programme to FIT with any company who wants to:
* Enhance their Customers’ Experience
* Increase employee engagement on their frontline
* Improve operational efficiency in order to reduce costs and increase revenues
Whether your team is large or small; office-based, hybrid or working solely from home, we’ll give you all the tools you & your people need to make your business a world-class deliverer of Customer Service in today’s ‘new normal’.
Module 1 – Becoming a Service Legend
Why embracing the ‘Purple Cow’ philosophy is THE key to showing up & standing out from other organisations in your marketplace (or sector)
Module 2 – Attitude: The Vital Ingredient
Boosters, ‘busters’ & handy hints for staying positive and in control
Module 3 – The psychology of Communication (Part I)
Visual Communication – sending the right message with body language, visual cues and first impressions
Module 4 – The psychology of Communication (Part II)
Verbal & Vocal Communication – the power of vocality and developing a language of influence
Module 5 – The Customer Service Toolkit
1% tips, techniques & ideas to ensure a 100% Customer Experience
Module 6 – Managing Difficult Conversation
Proven strategies to manage difficult customers &/or challenging conversations effectively
Module 7 – Active Listening Skills
Turn hearing into listening with these 10 simple tips & techniques
Module 8 – Effective Questioning Skills
Create conversation NOT interrogation with tried & tested questioning techniques
Module 9 – Rapport Skills
Building rapport with customers & colleagues & developing your own Emotional Intelligence
Module 10 – Effective Telephone Communication
First & last impressions COUNT – a winning call recipe for engaging with customers over the phone
Module 11 – Effective Written Communication
The 10 Golden Rules of ‘Netiquette’ – applying the learning to our Written Word
Module 12 – Personal Action Planning
Reviews, assessments & forward planning.