Topic 1

Brand Ambassador or Brand Assassin?

• What is customer service?
• Customer Behaviour
• Why Customers Leave
• The Benefits of Brilliant Customer Service
• Module 1: Reflection

Topic 2

Customer Diversity

• Cultural diversity and the global customer
• Generational differences
• Module 2: Reflection

Topic 3

We choose to serve

• Customer Empathy
• Principles of great service
• Module 3: Reflection

Topic 4

Communication – the key to great service

• Listening
• Writing
• Personal Style
• Module 4: Reflection

Topic 5

Navigating the Negatives

• Learning from worst-case scenarios
• The Steps of Acknowledgement
• Handling Tough Situations
• Module 5: Reflection

Topic 6

Creating a Service Culture

• Management Focus
• What can you do?
• Living the Culture
• Module 6: Reflection

Topic 7

Reflections

• Create an Action Plan
• Accountability equals Action