Skillset programs build common service microskills throughout the organization to manage a diversity of client interactions.
The courses are relevant and useful for people serving external clients, as well as for those working with internal service partners.


Superior Service Microskills - Overview

Superior Service Microskills is a competency-based program which provides simple, robust and effective service microskills to enable service employees to achieve service excellence. The course is application-based and the participants acquire the service microskills through a variety of learning exercises and practice sessions of real-life client scenarios. In this workshop, service employees will learn the relevant 'how-to' in their client interaction that are designed for them to implement immediately to strengthen client experience for the positive moment of truth.

Empower yourself with these simple strategies for greater impact in your client's interaction.

Key Learning Pointers

  • Using of service language (C.R.M.) with logic and specific details to foster mutual respect, and promote understanding with client especially when replying on organization's policies.

  • Saying 'No' using service language (C.R.M.) and avoiding phrases that makes customer upset - Blaming, Discounting, Giving Orders and Excuses.

  • Synchronizing non-verbal cues (body language and tone of voice) to the service language (C.R.M.) to project optimism in anticipating successful outcomes. Reshaping the top five undesirable tone of voice - bullet train, soft, weak and quivering voice, verbal garbage collector, mumble-r and monotonous cyborg.

  • Identifying personal listening barriers and styles - Biased, Distracted, Impatient and Passive Listening Styles verus customer-centered listening. Using empathetic listening to calm the client and bringing him to a more rational frame of mind to consider the solutions presented to him.

  • Asking effective questions to obtain a "Yes" buy-in from client. Demonstrating initiatives and resourcefulness in exceeding client's needs and presenting the solutions in a systematic manner.
  • Using organization specific case studies, participants craft their service script of how they will handle the routine and challenging service situations and applying the service microskills they have learnt.

  • Post-training activities : partner-learning involved development of action steps for support, encouragement and accountability for positive purposes, motivation (energy) for desirable behaviors and to make sure we are not running in vain (off-course).

Engaging Difficult Clients With Impact - Overview

One of the most challenging tasks faced by service professionals in today's ever-demanding environment are resolving issues and communicating solutions with difficult clients. Service professionals engage different clients who are upset and demanding, know-it-alls, complainers and even the same client has different needs at different times. The service professionals have the opportunities to meet and/or exceed the needs and expectations of the clients. Though often not easy, it makes service more interesting. How you choose to handle the clients can make all the difference between creating a satisfied client versus the scenario in which the client walks away unsatisfied with the service. The ability to handle strong emotions, defuse conflict and resolve issues while preserving the client relationship and professional credibility is essential to retaining your clients and your brand integrity. This requires the service professionals to be skilful to apply "the lens of understanding" in the client interaction cycle.

This program is highly experiential and builds positive skills for the service professionals to handle challenging client interactions with finesse and professionalism. It is application-based and the service professionals will acquire the service micro-skills to deal with difficult situations confidently, assertively and appropriately. In this workshop, the service professionals will learn the relevant "how-to" through a variety of practice sessions of challenging client scenarios that are designed for them to implement immediately for the positive moment of truth.

If you work with people who are difficult, the good news is
you spend time to study them,
understand the patterns of their behaviour,
and plan your strategic response.

Key Learning Pointers

  • Engaging difficult clients with a four stage process of the Client interaction Cycle - G.A.S.P.: Gathering, Acknowledging, Solving and Performing.

  • Tuning into self and others using Technology of Participation (ToP) workshop method for group facilitation. Engaging difficult clients with impact - What is holding you back?

  • Analyzing client's patterns of communication to understand his expressed and unexpressed needs (e.g. get it done, get it right, get along, get appreciated) and frame your client engagement accordingly.
    Examples :
    Aggressive behavior creating a scene, Not able to give customer what he asks for, client needs an immediate answer, client blames you for someone's mistake, client has already had the run-around, enforcing rules and regulations etc.

  • Using "I-R" (Involving and Reasoning) approach to convince the client it is in his interest to consider your point of view.

  • Expanding self-discovery with a listening evaluation to identify gaps in client-centric listening Checking (i) do I allow the client to speak even if I do not agree with him? and (ii) am I able to see things from the client's point of view?

  • Manage upset clients constructively and formulate a case plan to influence clients to co-create feasible solutions together.

  • Using positive words in outcome frames rather than blame frames, to engage the client's goodwill. Avoiding negative words and "You" in negative situations so that client does not feel that he is singled out for negative news.
    Examples : disapprove, error, incomplete, trouble, problem, wrong, unclear, unfortunately negative words and words with negative connotations.
  • Using specific case studies of difficult clients' needs and expectations to craft the client-centric response in "Engaging Difficult Clients With Impact".

Co-creation Through Service Micro-skills - Overview

This highly interactive workshop is for professionals who co-create the external and internal customer engagements and want to increase the level of skills, confidence and effectiveness of their service excellence. Are you able to accomplish the service work and what are crucial for a great customer engagement? Or do you find when challenges strike, obstacles arise, and plateaus hit that it is easier to give up? Most of us would like to be a little grittier when it comes to achieving our service goals, and cultivating the passion and perseverance to co-create a fulfilling customer engagement. In this workshop, the service professionals will be introduced to accomplish more of what matters for a great customer experience with the co-creation mindsets and behaviours which will help to bring effective service solutions to the customers. It is for anyone who works with others to co-create solutions and are looking for practical and proven ways to enhance the quality and engagement of the customer experiences.

Key Learning Pointers

  • Cultivating more grit by applying a simple and scientific framework to develop your passion and perseverance for service excellence..

  • Increasing your range, creativity and delight to bring more of your best self to the way you serve. Ways to boost lateral thinking for service ideas and multiple food for thought.

  • Focusing on practices which help to boost confidence and adaptability when co-creating the experience with customers and colleagues. Practising the art of accepting and building on the ideas for service excellence.

  • Serving together smarter and more joyfully with service micro-skills.

  • Discovering practical ways to co-create with the customers and colleagues to ensure high engagement for service excellence

  • Using appreciative conversations for open roads of co-creation : Accepting, Listening, Respecting, Encouraging,Supporting, Trusting, Negotiating.

  • Finding the engine of connection for co-creation : belonging, power, safety, security and survival, choices and serious fun. Be aware of the danger of the dead end roads of obstruction : Criticising, Blaming, Complaining, hreatening, Punishing
  • Working with your inner creative self and learn how to use resources to talk about things that matter, in engaging and powerful ways.


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