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

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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