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Customer Satisfaction
- 1. PROPRIETARY OF Global ACTTM Copyright © 2015 Global ACT™. All Rights Reserved. Customer Delight
- 2. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client>
- 3. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> A Driver’s License A Family Photo A Store Receipt A 2000 or earlier coin A Piece of Candy A Ballpoint Pen A Lipstick A Planner, Palm Pilot, Calendar, or Other Organizer A comb A Coffee Cup A Marker A Deodorant A Store membership card A Pair of Glasses A Rubber band Scavenger's hunt HUNT OVER!
- 4. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> Based on the Days Objective What do you expect to Learn Today?
- 5. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> Provide exceptional customer service that achieves results and gets noticed Adopt the skills and techniques that routinely deliver positive customer experiences Maximize the value of your customer interactions Deal effectively with difficult customers and turn complaints into opportunities Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction Demonstrate a positive, confident and professional approach with internal and external customers Deliver customer delight
- 6. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> ACTIVITY TIME My Service Definition Service to me is: Attitude Excellence Delight Needs Expectation Reliability Timely Unique
- 7. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client>
- 8. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client>
- 9. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client>
- 10. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> ACTIVITY TIME Dumb charades-best practice sharing
- 11. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> Video Time Attitude to Give
- 12. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> For More info, please Contact: Corporate Office GLOBAL ACT (Global Academy For Corporate Training) A 39, First Floor, Mohan Co-operative Industrial Estate, Mathura Road, New Delhi ? 110044 phone icon 0129- 4174443 phone icon +91-9810544443 phone icon +91-8527606786 email icon fahadkazmi@vivekbindra.com , info@vivekbindra.com site icon www.vivekbindra.com
- 13. Copyright © 2015 Global ACT™. All Rights Reserved. Specially Designed for <Name of the Client> Thank You
Hinweis der Redaktion
- Scavenger Hunt You are about to begin a scavenger hunt with several members of this training group. The object of the game is to collect all of the items listed below as quickly as possible. You may talk with anyone in the group. You may not leave the room. You must associate each item with the person who gave it to you. You may not get more than two items from any one person. Once the facilitator has assigned groups, you may begin play. When your team is finished, your team should loudly announce the phrase “hunt over” to the rest of the group. Be prepared to say where you got each item. A prize will be awarded to the team that finishes first. A Driver’s License A Family Photo A Store Receipt A 1979 or Earlier Penny A Piece of Candy A Ballpoint Pen A Lipstick A Planner, Palm Pilot, Calendar, or Other Organizer A Drink A Coffee Cup A Marker A Piece of Candy A Store Credit Card A Pair of Glasses A Magazine or Book The list of hunt items should be reviewed by the facilitator before the game begins in order to make sure that all items are available. Materials Needed Several Small Prizes for the Winning Team Time Allow 10 - 12 minutes for the game. Once a team calls “hunt over,” have them review each of the items, where they got them, and from whom. Variations Instead of using actual items, list activities and facts as the items to find. For instance, “plays piano.” The object of the game is to find someone who plays the piano and associate the person’s name with that item.
- Ask Participants to jot down their expectations from the workshop on a chart paper as a team Say: based on the topic what are some of the things that you would like to learn
- Say: by the end of the 2 day module we will have a clear understanding of the following
- Ask participants to create a definition for service by writing it on an A4 size paper
- Say: imagine that they are living in the year 1980 And they want to start up import export business, for which they need a telephone connection , where will they go MTNL/BSNL is the correct response Than say: so you go to the BSNL office you fill the form up , the lady takes advance from you and says you will have to wait for 3 months as there are a lot of applicants in que ASK: what will you do The answer is wait, Than say: after 3 months of waiting in anticipation, nothing happens, a week later yu go back to the Telephone exchange and the lady on the counter very rudely say to you , that you are not the only one waiting , its rainy season and the work is in progress Ask: what will you do now? The answer again is wait ASK: even if it takes you another 6 months what will you do The answer again is wait ASK: WHY? The answer is there is no choice but to wait, as there is no competition Ask: what if it was 2013 and not 1980 What will you do? Say: market has changed, and so has consumer expectations, today all competitions
- Say: the only way we can create and retain our customer base in today’s competitive market is by excellent customer service
- SAY : Customer service is an attitude, unless its positive we cant excel
- Ask participants to come forward and enact one of the various skills essential for service to the opposite team The other team is to guess the skill and than share a customer delight story around that skill
- http://www.youtube.com/watch?v=UEdh70axjRU