TARGET Audience

Customer facing/front line staff and management, new employee customer service training, professional development for existing customer service teams.

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QUICK SUMMARY

This program is designed with proven principles to improve audience members customer service to a level that wows and delights customers.

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Sylvester will equip customer facing staff and business leaders with 7 easy to implement strategies to create a culture that will empower team members to surprise & delight customers daily. In his energizing and relatable style Sylvester will share best practices to enhance the customer experience used by companies like, The Four Seasons, Shake Shack, and more. There is a clear link between a business delighting their customers and creating an enduring company with growing profits. Participants will learn how to analyze their service sequence to insert the Wow Factor at every touch point. At the close of this session participants will walk away with new tools and knowledge to take ownership in providing an extraordinary experience for customers.

 

POSSIBLE FORMATS

This presentation can be delivered as a 45 minute inspiring keynote or half day workshop, depending on your needs. Continuing education with online video training is also available. 

 

INTENDED LEARNING OUTCOMES

Through the completion of this session and/or activities attendees will learn the following:

-How to identify their role in the service sequence 

-How to be confident communicating with customers

-The art of small talk with customers

-How to represent the company brand and themselves in a positive way 

-How to empower colleagues to work closely together to problem solve 

-How to deal with anxious, rude, or disappointed customers