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CUSTOMER FOCUS

DEVELOPING A SERVICE MINDSET

Put the customer at the heart of what you do
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is designed for anyone who works with customers face to face or virtually. It will provide powerful tips on how to put the customer at the heart of everything you do.
walk in your customers shoes and truly empathise with them
build relationships with customers that will keep them coming back
handle conflict in a rational way

LEARNING POINTS

  • Understand their customers’ journey
  • Identify significant pain points and moments of truth
  • Modify their approach based on the type of customer and their expectations
  • Create a positive first impression with customers physically or virtually
  • Build rapport with customers by matching their style where appropriate
  • Use the listening wheel
  • Paraphrase and summarize effectively
  • Ask the right questions and use the question funnel
  • Articulate the difference between sympathy and empathy
  • Communicate empathy effectively
  • Use their rational mind to handle conflict

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    The Customer and Their Expectations
Analyze your customer’s journey, discover their pain points and emotional state, and commit to making changes to give them a better experience. Learn how you can change your interactions without having to change the process.

2.    Starting Right
Learn about the importance of a positive impression and how it can impact and entire interaction. Practice using your voice and body to portray a positive attitude and make the customer feel like you genuinely care.

3.    Building Rapport
Focus on the customer and their needs, find common interests and values, give compliments and positive messaging. Use matching and mirroring to make people feel comfortable and connected to you.

4.    Listening Skills
Work your way through the active listening wheel from nodding and echoing to paraphrasing and summarizing. Finish with asking the right questions and keeping the focus on the customer.

5.    The Right Mindset
Become fluent in the language of empathy to make the customer feel you truly understand how they feel. Discover how to maintain an adult, rational mindset even in difficult situations, keep the customer calm and maintain a focus on service.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
Hours of operation
Monday - Friday 9.00 - 19.00