ELITE DIAMOND CUSTOMER SERVICE

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Diamonds shine because of their internal make-up, it is organized and in harmony. Employees can provide shiny customer service if their back office is organize... …

Diamonds shine because of their internal make-up, it is organized and in harmony. Employees can provide shiny customer service if their back office is organize...
This program will tackle the factors to support best customer service in a practical way, learn, see and teach.
Dr. Samir Sawli, hexpert.sharepoint.com
ssawli@yahoo,com

More in: Business
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  • 1. Your own sub headline This is an example text. Go ahead and replace it with your own text. Templates‫لالستشارات‬ ‫التنفيذيين‬ ‫الخبراء‬ ‫شركة‬
  • 2. ELITE Diamond MODEL Customer Satisfaction ‫الزبائن‬ ‫لخدمة‬ ‫الماسي‬ ‫الرواد‬ ‫برنامج‬ E= EMPLOYEE L=LEADER I=INFORMATION T=TEAM E= Environment ssawli@yahoo.com Leabon, 0096178893553
  • 3. ELITE MODEL • Is an integrated training program aimed at addressing all aspects which will improve customer satisfaction • All staff categories must have training in order to make an improvement • It is very important to have the organization’s full commitment from top to down • This training is provided for group of trainers who will be enabled to train others on this subject • This is highly engaging program where participant will learn see and teach. • This program is suitable to all industries where employee customer engagement is frequent ssawli@yahoo.com Leabon, 0096178893553
  • 4. The Core Concept • The front line employee cannot provide optimum service unless the system is ready and supporting. ELITE focus on the main elements to empower front line employee to provide best service. • E= EMPLOYEE • L=LEADER • I=INFORMATION • T=TEAM • E= Environment ssawli@yahoo.com Leabon, 0096178893553
  • 5. Action Plan • Participants to fill the assessment survey • Participants to come to Beirut, where the participant shall have the exposure to models of best customer service • Trainers to prepare the program using survey results • Each day there will be 2 hours presentation and workshop, followed by visit to an example facility • Next day observations made will be discussed at the workshop • The program will take around 30 days • The participants can go back and train the rest of the employees ssawli@yahoo.com Leabon, 0096178893553
  • 6. Curriculum• Week I • Module I: Employee Module • Course Customer Satisfaction • Activities Monday Tuesday Wednesday Thursday Friday Presentation 9-12 The psychology of the customer and how to deal with it The art of answering the phone Quality Assurance for customer satisfaction actions Customer Greeting principles Customer wait areas and rooms Site Visit 12:30 -5 pm Visit: Armenian Factory Visit to a Bank Tourism Company Jeeta Visit to a hospital Workshop 7-9 pm Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observationssawli@yahoo.com Leabon, 0096178893553
  • 7. Leader Module• Week 2 • Module II: Leader Module • Activities Monday Tuesday Wednesday Thursday Friday Presentation 9-12 The art of leading vs. managing The role of the leader in enhancing patient satisfaction Customer satisfaction surveys/ interview and feedback Action Plan for customer feedback and survey results Empowering your staff to enable better service Site Visit 12:30 5 pm Jbeil Souq Saida Fort Visit a 5 star Hotel Beirut Mall Half day at the river Workshop 7-9 pm Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observation ssawli@yahoo.com Leabon, 0096178893553
  • 8. Team Dynamics • Week 3 • Module IV: Team Module • Course: Team Building Module • Activities Monday Tuesday Wednesday Thursday Friday Team Dynamics Team Building Activities Team Decision making See next slide See next slide Example Visits Jzeen Retail Store Workshops Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observation ssawli@yahoo.com Leabon, 0096178893553
  • 9. Information Module• Week 3 • Module III: Information Module • Course Management and better use of Information • Activities ssawli@yahoo.com Leabon, 0096178893553 Monday Tuesday Wednesday Thursday Friday The role of Information in customer Satisfaction Provision of information quality control process Example Visits Telecommunication Company Telecommunication Company Workshops Review and discuss team observation Review and discuss team observation Review and discuss team observation Review and discuss team observation
  • 10. Environment Module• Week 4 • Module V: Environment Course • Course Enterprise Optimization • Activities Monday Tuesday Wednesday Thursday Friday Environment enhancement to increase customer Satisfaction 9-12 Diet and Kitchen services to enhance customer satisfaction Direction Signs and reception staff role in enhancing customer satisfaction Teaching the Leader material Teaching the employee material EXOTICA Visit 1-5 Visit to a Restaurant Each participant will teach the group Each participant will teach the group ssawli@yahoo.com Leabon, 0096178893553