Unleashing Peak Performance, Thales Training Consultancy

UNLEASHING PEAK PERFORMANCE

Duration:

1 day

Price:

£395.00

Locations Available:

Crawley
23 Mar 08
22 Jul 08
20 Nov 08

This course was previously titled "Making the Difference... with your Attitude".

This course is designed for staff dealing with customers in a ’front line’ capacity. We all know that service starts with a smile but knowing the skills required for dealing with customers will not go far unless a customer focused attitude really exists underneath the surface.

This course uses NLP (Neuro Linguistic Programming) techniques to give delegates a set of mental tools to be able to manage and choose their own attitude on a daily basis.

Benefits of Attending:

By the end of the course participants will be able to: ·

Explain the impact of underlying attitude upon service delivery·
Challenge limiting assumptions and beliefs·
Choose a positive attitude for delivering customer service·
Use NLP techniques to help manage attitudes ·
Develop individual action plans to take the tools and techniques back to the workplace

Course content

What is customer service all about?·

Examine the qualities, skills and attitudes required to deliver genuine customer service

Assumptions and beliefs that hinder you·

Challenge your current assumptions about your customers and the service you deliver·
Develop a positive set of customer service beliefs

Choose your attitude·

Make the right choice every day

Your toolkit for maintaining a positive fame of mind ·

Anchor a positive frame of mind and be able to trigger it when required ·
Examine how your physiology makes a difference to your state of mind·
Discover how the way you store information makes a difference towards how you feel about a situation

What is exceptional customer service?·

How your attitude can help you go from average to exceptional in the eyes of your customers

Action planning·

Developing individual action plans for implementation back in the workplace

This one day workshop provides the perfect foundation upon which to build with our selection of specific customer service skills courses:

Making the Difference... at Reception
Making the Difference... on the Telephone
Making the Difference... with Customers