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Whether you are based in Brisbane or Bombay, your customers expect and deserve world-class service.
Our program SMILE! Creating a positive experience for Customers has been delivered to clients in over 20 countries. We’ve worked extensively with the retail sector, with Public Utilities as well as Public Transportation networks (see our case study with Veolia Transport here) where its impact was considerable: drops of 40% customer complaints, high staff appreciation and national recognition.
SMILE!’s core principles include:
- What it means to be “customer-ready”
- Emotional environments of confidence, concern and conflict
- Customer needs and the responses that will restore confidence
Then, for every country and indeed every company, the program covers real-life customer situations for each of the environments with tips, tools and techniques for positive interaction.
Participants are introduced to each situation with a real-life illustration. Once they identify the challenge and learn about how best to face it, they apply what they’ve learned (through role-play, critical incident or task). Participants not hone their communication skills, they become empowered and enthusiastic about making sure every customer leaves with a positive memory of their experience in the company.
There are three standard training programs:
- A one or two-day core module for front-line employees
- A one or two-day module for supervisors & managers
- A five to ten-day train-the-trainer program (that is easily customized for internal trainers in an organization)
SMILE! has been delivered to clients in the United States & Canada, Australia, China, Czech Republic, Egypt, France, Gabon, Germany, India, Ireland, The Netherlands, New Zealand, Saudi Arabia, Slovenia & Slovakia, South Korea, Sultanate of Oman, Sweden, United Arab Emirates (Ajman, Dubai & Ras Al Khaimah)
Whether you require a staff training session at a single location or a full transformation of your organization’s culture to become customer-centric, you can count us to help you meet your goals.
For more information, contact us.
Feedback from our clients in the Middle East
“Very much appreciate the clear and real life examples presented. I now feel more confident to serve my customers with the right service on a daily basis. ” – Better Life LLC, UAE
“Customer service needs solid attention and its importance cannot be undermined. Extremely relevant and valuable session! ” – Arabian Centres, KSA
“Nathalie is excellent. A very useful workshop and really good approach presented quite superbly.” – Arabian Automobiles Co. LLC, UAE