Course Details
Course Outline
10 days course
The world of customer service excellence
- Customer service and what it means.
- Recognising excellence in front-line customer services.
- What are the services and products that you offer?
- The role of NLP and Emotional Excellence in customer service.
- What do your customers say about you and your organisation?
- What do you want your customers to say?
- Fantasies and legends about customer service
Gaining a greater comprehension of your company
- From decisions to behavioural flexibility.
- Behavioural traits and how to identify them.
- Modifying your own behaviour to match others.
- Building lasting rapport.
- Sharpen your senses to the signals others are sending you.
- Connect with colleagues and clients at a level that creates deeper trust and commitment.
- Step into another person’s shoes to better appreciate their experiences and motivations.
- Body language clues that show how others are thinking and responding to you.
- Non-verbal clues that show if someone is telling the truth.
Advanced Communication
- What is crystal clear communication?
- Communication excellence through powerful listening and questioning techniques.
- Thinking patterns.
- Filters to communication.
- Metaphors and Models.
- Using perceptual positions to understand your customers’ point of view.
- Logical levels of change.
- Building climates of trust.
- Creating well-formed outcomes.
- Communication skills exercises.
Impacting with integrity
- The importance of value sets in modern day business.
- Influencing the Influencers and high fliers.
- The importance of matching others’ language patterns.
- Mirroring and pacing – what do they mean?
- Internal and external references.
- Coaching – a tool for self and others.
- Influencing exercises.
Conflict, challenge and closure
- Confidence and what it means.
- Dealing with difficult people in an assertive way.
- Dealing with difficult customers.
- Maintaining high standards of customer service.
- Reviewing the service that you offer and reacting accordingly.
- Embracing change for the good of all.
- Personal planning session – dealing with your own customers.
The 21st Century Communicator
- The role of Communications PR in the organisation.
- The range of media and channels.
- Neuroeconomics and the behaviour of our stakeholders.
- A problem-solving approach.
- Personal goal-setting for the programme.
From theory to successful practise
- Communications models: implications for practise.
- Psychological themes and construction in practise.
- The art of influence and persuasion.
- Ethics and communications.
- Organisational transparency and communications.
- Taking and interpreting communication briefs.
The Medium is the Message
- Managing stakeholder relations.
- Choosing channels – matching media to tasks and stakeholders.
- Composing and editing for print.
- Composing for the web.
- Organising face-to-face events.
E-Management x Communication
- Improving the power of communications in the organisation and between the organisation and its stakeholders.
- Measuring communications effectiveness.
- Using measurement to improve performance.
- Crisis communication.
- Reputation management.
Putting it All Together
- Planning your career and personal development.
- Influencing positively on your managers.
- Managing up and increasing your personal visibility.
- Networking and effectiveness.
- Team working and your personal effectiveness.
- Time management and work planning.
- Summary and Conclusion.
