This program will enable you to:

• Build lasting and meaningful relationships with your customers
• Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
• Gain a greater understanding of your customers’ needs and how to satisfy them
• Explore the basics of Nero-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
• Understand how media channels con be used successfully to develop and enhance relationships
• Understand the process of decision-making based on learning from Nero-economics
• Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
• Influence with integrity and effective communication

This program will enable you to:

• Build lasting and meaningful relationships with your customers
• Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
• Gain a greater understanding of your customers’ needs and how to satisfy them
• Explore the basics of Nero-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
• Understand how media channels con be used successfully to develop and enhance relationships
• Understand the process of decision-making based on learning from Nero-economics
• Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
• Influence with integrity and effective communication

Customer Service Professionals, Managers, Public Relations Officers, Practitioners & Personnel, Quality Management Personnel, Customer Analysts, HR Professionals who have communications roles, Customer Service Representatives & Professionals, Team Leaders & Supervisors, Administrators, HR & Training Professionals,  Accounts Personnel, Sales & Marketing Professionals, Marketing Managers or Directors, Sales Managers or Directors, Sales Trainers, Salespeople, Communication Specialists, Brand Managers, Frontline & Reception Staff, Customer Service Representatives (CSR), Personnel responsible for building and sustaining their company’s reputation for customer service excellence, anyone who provides services, products or information to internal, or external customers

The World of Customer Service Excellence

• Customer service and what it means
• Identifying 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 organization?
• What do you want your customers to say?
• Myths and legends about customer service

Gaining a Greater Understanding of Your Company

• From judgments to behavioral flexibility
• Behavioral traits and how to identify them
• Modifying your own behavior 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
• Nonverbal clues that show if someone is telling the truth

Communication Masterclass

• 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

Influencing 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 & Closure

• Assertiveness 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

• Introduction and welcome
• Goal setting for the program
• The role of Communications PR in the organization
• The range of media and channels
• Nero-economics and the behavior of our stakeholders
• A problem-solving approach
• Personal goal-setting for the program

From Theory to Successful Practice

• Communications models: implications for practice
• Psychological themes and construction in practice
• The art of influence and persuasion
• Ethics and communications
• Organizational transparency and communications
• Taking and interpreting communication briefs

The Medium is the Message

• Managing stakeholder relations
• Choosing channels – matching media to tasks and stakeholders
• Writing and editing for print
• Writing for the web
• Organizing face-to-face events

E-Management & Communication

• Improving the power of communications in the organization and between the organization and its stakeholders
• Measuring communications effectiveness
• Using measurement to improve performance
• Crisis communication
• Reputational management

Summing-up

• Planning your career and personal development
• Impacting 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

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.

Request Info

Salutation MR Miss ENG DR

Full Name*

Designation

Company*

Country * Egypt Saudi Arabia Ireland UAE France Turkey Bahrain South Africa Nigeria Oman Nethersland United Kingdom Malaysia Kuwait Online Indonesia Qatar Morocco Jordan Switzerland Singapore Spain Italy Uganda

City * Cairo Mansoura Ireland Abu Dhabi Riyadh Dubai Istanbul Manama Abuja Paris Kuala-Lumpur Amsterdam Muscat Salalah Jeddah Dammam Cape Town London Kuwait Online Indonesia Doha Casablanca Marrakesh Singapore Geneva Zürich Amman Barcelona Rome Marbella Milan Uganda Scotland Madrid Jakarta

Email*

Enquiry*

Captcha*

Enter Captcha*

Submit