Warm, Wise, Warrior
Through knowledge and training, we focus on the ability to meet the customer on their terms.
The participants will first be introduced to the basic theory of basic typologies. Afterwards, through simulation and training exercises, they will have the opportunity, in a safe environment, to test and develop their ability to handle the different types of customers that they meet on a daily basis in their own service function.
Warm, Wise, Warrior will look into both his/her own and others' preferences for motivation and communication, in order to thereby better enable the participants to deliver good service experiences. The interaction between customer and supporter is put at the forefront of the simulation, and work is done on how a customer meets in the best possible way based on their service preference. When this happens, the satisfaction is great.
Training through simulation
Warm, Wise, Warrior takes place in ½ - 1 day and is perfect as part of a team-building day – for example combined with PC Factory etc. Customer Drive.
The purpose of the training is to simulate the service aspect of the participants. Through role-play training, we focus on the service agents' ability to meet the customer on the customer's terms, thereby increasing the possibility of high customer satisfaction.
The training will help to strengthen both the individual and the organisation's customer focus and understanding and thus improve customer service and customer satisfaction.
Theory is carried out as plenary teaching, after which the role-play training is carried out in small groups over 2 rounds, with ongoing feedback and reflection between sessions.
The participants act respectively customer, supporter and observer throughout the training. Thus, the participants will experience both sides of the service situation, at the same time as we train the ability to give constructive feedback to colleagues.
Profit:
After completing the training, the participants will:
- Have a good understanding of how good service can be optimally delivered
- Understand that customers' service preferences are different
- Know that service can and should be delivered individually to each customer
The simulation is broadly aimed at service employees at all levels.
The practical
Duration: 1/2 – 1 day
Number of participants: 10 – 300
Learning: Team building, Customer Service Excellence
Language: All material in English. Facilitation in Danish or English