2. Objectives At the end of this program you should be able to
develop a mindset of world-class customer service by Understanding
the ultimate outcome of every customer service transaction
Identifying strategies to create superior customer service
experiences Recognizing industry standards and best practice
behaviors in world-class customer service Using world-class
language in daily customer interactions Demonstrating active
listening skills Demonstrating the steps to diffuse an upset
customer
3. Agenda Day 1 Day 2 Objectives Review exercises Ultimate Goal
What is superior service? What is Customer Service Superior service
scenarios activity Who is your customer? How to handle difficult
customers Win-win-win in World Class Service Role play activities
The good, the bad and the ugly Customer Service mantras What drives
performance? Johnny the bagger Levels of service relationship
Assessment Best practices and core standards Recognition Active
listening Survey World Class language Summary
4. AFWJ Objectives To improve our market share in the local
watches and jewellery industry To increase our retail foot print by
opening Watch House doors in feasible markets To attract and
acquire leading international watch and jewellery brands to
strengthen our portfolio To maintain and continuously upgrade Watch
House and AFWJ stores To attract the best talent by providing best
working practices and career opportunities To be a world class
shopping destination with
5. I love AFWJ, they provide the best customer service. Our
Goal
6. Knowledge Understanding
7. What is Customer Service? I want to feel cared for I want to
feel looked after
8. Getting to know you
9. Who is your customer? Internal External
10. Win-Win-Win The customer You AFWJ
11. Your Role as Sales Representative Sales Targets Customer
Service Visual Merchandising SOP Teamwork and Grooming Al-Futtaim
Way
12. Whats your story?
13. What drives performance? Values/ Beliefs Opinions /Emotions
Behavior Performance
14. Levels of Service Relationships
15. Wow Stories The best way to find yourself is to lose
yourself in the service of others. M. Gandhi
16. Achieving Best Practice Core standards Professionalism Look
pro Act pro Speak pro If you refuse to accept anything but the
best, you often get it. W. S. Maugham
17. Active Listening People before paperwork Eye contact VMEs
Undivided attention Facial expression and body language You must be
the change you want to see in the world. M. Gandhi
18. Listening Exercises 1. Amazing facts 2. Whats in a name? 3.
Pass the message Most people do not listen with the intent to
understand; they listen with the intent to reply. Stephen
Covey
19. Quick tips to be world-class Problem cant You have to No I
dont know Situation or concern CAN We need to Id love to or I wish
I could Good question, let me check
20. Quick tips to be world-class Sorry to keep you waiting.
Thank you for the wait. Youre welcome!, My pleasure! Sure! See you
again soon! Ill be right with you in __ minutes. The words you use
make up the world we live in. Jeff Courtney
21. What is Superior Service?
22. Customer Service Mantras
23. Steps to Diffuse 1. Apologize Im sorry for the confusion 2.
Empathize I understand you are frustrated 3. Assure I assure you we
will fix this for you 4. Get Cooperation Okay?
24. Lets watch Johnny the bagger
25. I love AFWJ, they provide the best customer service. Our
Goal