THE CUSTOMER IS THE KEY,RESILIENCE IS THE FUEL

PURPOSE OF THE TRAINING

AT THE END OF THIS EXPERIENCE YOU WILL BE ABLE TO:

DEFINE CLEARLY WHAT IS THE CUSTOMER VOICE AND THE PROCESS VOICE

MATCH THE PROCESS VOICE TO THE CUSTOMER VOICE

IDENTIFY THE HINDERING FACTORS TO CUSTOMER SATISFACTION(From the process,from the customer)

LINK RESILIENCE TO YOUR DAY TO DAY CUSTOMER SERVICE TO ACHIEVE EXCELLENCE

PROGRAM OF THE DAY

9:00-9:30 PRESENTATION AND HARMONISATION

• 9:30-10:30 DISCUSSION ABOUT CUSTOMER VOICEAND GROUP WORK

• 10:30-10:45 COFFEE BREAK

• 10:45-12:00 PRESENTATION OF THE PROCESS VOICE

• 12:00-13:00 LUNCH

• 13:00-14:30 MATCHING GFK AND THE TEN PROMISESROLE PLAY ON UNDERSTANDING CUSTOMERBEHAVIOUR

• 14:30-14:45 COFFEE BREAK

• 14:45-15:15 HINDERING FACTORS AND RESILIENCE

• 15:15-16:00 GROUP WORK ON CAUSE/EFFECTDIAGRAM

• 16:00-16:30 GFK PUISSANCE 10

SWEET SECRET TREASURE GAME

• YOU’RE CAUGHT RED HANDEDHELPING YOURSELF IN THE SWEETSECRET TREASURE BOX…

• NOW YOU KNOW THE SWEET TASTEOF A SECRET,YOU’RE SENTENCED TOPAY BACK A SECRET…

• OPEN THE PAPER ENROLED INSIDETHE SWEET YOU’VE SOSHAMELESSLY STOLEN, PRESENTYOURSELF BEFORE THIS SWEETTRIBUNAL AND ANSWER THE SECRETQUESTION WRITTEN INSIDE…

THE CUSTOMER VOICE

• ALL SOURCES OF INFORMATIONS COMING FROM THE CUSTOMER

• QUANTITATIVE OR QUALITATIVE

• FROM A PRAISE TO A COMPLAIN

• VERBAL OR WRITTEN

• ADDED TO OUR OWN OBSERVATION DURING CUSTOMER CONTACT EXPERIENCE

• CONSTANTLY IN MIND FOR CONTINUOUS IMPROVEMENT.

• FRIENDLY• HELPFUL• KNOWLEDGEABLE• MAKE THE CUSTOMER FEEL VALUED

THE PROCESS VOICE

• ALL THE EFFORTS COMING FROM THE COMPANY IN TERMS OF :• PROCEDURES• MATERIALS• EQUIPEMENT• TRAINING• COMPANY’S CULTURE• IN ORDER TO TRANSLATE ITS VISION AND MISSION STATEMENT INTO

REAL ACT THAT CAN POSITIVELY IMPACT THE CUSTOMER

THE EUROSTAR TEN PROMISES

1-WELCOME AND GREET YOU WARMLY BEFOREYOU GREET ME

2-GUIDE YOU THROUGH THE INFORMATION YOUNEED

3-DO WHATEVER I CAN TO REDUCE EFFORT ONYOUR PART

4-CONFIRM IT WILL BE DONE,WHEN IT WILL BEDONE AND FOLLOW UP

5-HAVE A CAN-DO-ATTITUDE,EVEN WHEN YOURREQUEST IS OUT OF THE ORDINARY

6-BE CALM AND CONFIDENT WHEN THINGS GOWRONG AND TO REASSURE YOU AS THE EXPERT

7-PROTECT YOUR EXPERIENCE BY TAKING GREATCARE OVER THE TINIEST OF DETAILS

8-BE MYSELF WITH YOU AND USE MY UNIQUEPERSONALITY TO MAKE OUR INTERACTIONMEMORABLE

9-BE IMAGINATIVE AND LOOK FOR ANYOPPORTUNITY TO CREATE A SPECIAL MOMENT FORYOU

10-SHOW THAT IT’S MY PLEASURE TO HOSTYOU,SO YOU FEEL VALUED

MATCHING GAME

FRIENDLYFRIENDLY

HELPFULHELPFUL

KNOWLEDGEABLEKNOWLEDGEABLE

MAKE THE CUSTOMER FEELVALUEDMAKE THE CUSTOMER FEELVALUED

1-WELCOME AND GREET YOU WARMLY BEFORE YOU GREET ME

8-BE MYSELF WITH YOU AND USE MY UNIQUE PERSONALITY TO MAKE OURINTERACTION MEMORABLE

3-DO WHATEVER I CAN TO REDUCE EFFORT ON YOUR PART

5-HAVE A CAN-DO-ATTITUDE,EVEN WHEN YOUR REQUEST IS OUT OF THEORDINARY

6-BE CALM AND CONFIDENT WHEN THINGS GO WRONG AND TO REASSUREYOU AS THE EXPERT

4-CONFIRM IT WILL BE DONE,WHEN IT WILL BE DONE AND FOLLOW UP

7-PROTECT YOUR EXPERIENCE BY TAKING GREAT CARE OVER THE TINIEST OF DETAILS

2-GUIDE YOU THROUGH THE INFORMATION YOU NEED

9-BE IMAGINATIVE AND LOOK FOR ANY OPPORTUNITY TO CREATE A SPECIALMOMENT FOR YOU

10-SHOW THAT IT’S MY PLEASURE TO HOST YOU,SO YOU FEEL VALUED

NOT SO EASY PUTTING YOURSELF IN THE CUSTOMERS SHOESIS IT…..?

SUPERPOSITION OF CUSTOMER VOICE AND PROCESS VOICE

PROCESS VOICEPROCESS VOICECUSTOMER VOICE

TOO WEAK TOO DIFFUSE

SATISFACTORY CHAOTIC ,UNPREDICTABLE

VERY GOOD

PERFECT MATCH

HINDERING FACTORS AND RESILIENCE

IT’S NOT THE CLIENTS FAULT IF YOU’RE NOT IN AGREAT MOOD ….. IS IT?

PHYSICAL FACTORS EMOTIONAL FACTORS

TECHNICAL FACTORS OTHER

“ THE LEVEL OF SUCCESSIS DIRECTLY PROPORTIONATE TO

THE LEVEL OF RESILIENCE”

ISHIKAWA DIAGRAM ADAPTED TO CUSTOMER SERVICE

R E S I L I E N C E

CUSTOMER

SATISFACTION

FRIENDLYHELPFULKNOWLEDGEABLEMAKE THE

CUSTOMER FEELVALUED

OTHER TECHNICAL FACTORSEMOTIONAL FACTORSPHYSICAL FACTORS

1-WELCOME AND GREET YOUWARMLY BEFORE YOU GREET ME

8-BE MYSELF WITH YOU ANDUSE MY UNIQUE PERSONALITYTO MAKE OUR INTERACTIONMEMORABLE

3-DO WHATEVER I CANTO REDUCE EFFORT ONYOUR PART

5-HAVE A CAN-DO-ATTITUDE,EVEN WHEN YOUR REQUESTIS OUT OF THE ORDINARY

6-BE CALM AND CONFIDENTWHEN THINGS GO WRONG

AND TO REASSURE YOU ASTHE EXPERT

2-GUIDE YOU THROUGHTHE INFORMATION YOU NEED

4-CONFIRM IT WILL BE DONE,WHEN IT WILL BE DONEAND FOLLOW UP

7-PROTECT YOUR EXPERIENCEBY TAKING GREAT CARE OVER

THE TINIEST OF DETAILS

9-BE IMAGINATIVE ANDLOOK FOR ANY OPPORTUNITYTO CREATE A SPECIAL MOMENT FOR YOU

10-SHOW THAT IT’S MY PLEASURETO HOST YOU,SO YOU FEEL VALUED

LATE LOADING

UNDERCREWED

MECANICAL PROBLEMS

MISSING OR FAULTYEQUIPEMENTS

ETC

DIFFICULT CUSTOMER

TENSION WITHCOLLEGUES

LANGUAGE BARRIER

IMPATIENCE

BEING NERVOUS

FATIGUE

APPEARENCE

TRAIN SICK

ETCETC

GFK 10

HELPFUL

3HELPFUL

6HELPFUL

5

KNOWLEDGEABLE

2KNOWLEDGEABLE

4

FRIENDLY

1FRIENDLY

8

MAKE THECUSTOMER

FEELVALUED

7

MAKE THECUSTOMER

FEELVALUED

10MAKE THECUSTOMER

FEELVALUED

9

EXCELLENCE

QUIET TRAINSATTACK:

SEIZE THE OPPORTUNITY TO TREAT YOURCUSTOMERSBE GENUINE

CREATIVEPATIENT

ATTENTIONNED TO ACHIEVE EXCELLENCE

STEADY TRAINSMIDFIELD:

INTERACT SHOW KNOWLEDGE BE WARMAND FRIENDLY

BUSY TRAINSDEFENSE:

BE HELPFUL AS MUCH AS YOU CAN.TAKEANY OPPORTUNITY BECAUSE THE

PASSENGER MAY BE AS LOST AS YOU AREBUSY

365DAYS HELPFUL

24HOURS KNOWLEDGEABLE

18JOURNEYS FRIENDLY

9107OPPORTUNITIES TO MAKE YOU FEEL VALUED

GFK 10

DO WHATEVERI CAN TO REDUCEEFFORT ON YOUR

PART

3

BE CALM ANDCONFIDENT WHEN

THINGS GO WRONGAND REASSURE YOU

AS THE EXPERT

6

HAVE A CAN DOATTITUDE EVEN IFYOUR REQUEST IS

OUT OF THEORDINARY

5

GUIDE YOUTHROUGH THEINFORMATION

YOU NEED

2

CONFIRM ITWILL BE DONEWHEN IT WILLBE DONE ANDFOLLOW UP

4

WELCOMEAND GRERT

YOU WARMLYBEFORE YOU

GREET ME

1

BE MYSELF WITHYOU AND USE MY

UNIQUEPERSONALITY TO

MAKE OURINTERACTIONMEMORABLE

8

BE IMAGINATIVEAND LOOK FOR

ANY OPPRTUNITYTO CREATE A

SPECIALMOMENT FOR

YOU

9

SHOW THATIT’S MY

PLEASURE TOHOST YOU SO

YOU FEELVALUED

10

PROTECT YOUREXPERIENCE BYTAKING CARE

OVER THETINIEST OF

DETAILS

7

EXCELLENCE

365DAYS HELPFUL

24HOURS KNOWLEDGEABLE

18JOURNEYS FRIENDLY

9107OPPORTUNITIES TO MAKE YOU FEEL VALUED

DIFFICULT CUSTOMER

UNDERCREWED

LANGUAGE BARRIER

TRAIN SICKFATIGUE

NERVOUS PASSENGER

MISSING OR FAULTYEQUIPMENT

MECANICALPROBLEM/DELAYS

LATE LOADING TENSION WITHCOLLEGUES

RESILIENCE

THANK YOU FOR YOUR ATTENTION