Everyday Hero
Course Overview
Everyday Hero, is first and most about building an Amazing Service Culture, making it the perfect choice for anyone seeking a comprehensive customer service course in Dubai.
This training initiative is catered to lever customers through working towards achieving an Amazing Service Culture and building superb service performance. Joining this customer service course in Dubai will not only enhance your skills but also provide you with practical strategies to deliver exceptional service experiences. Through interactive sessions and real-world examples, participants will gain valuable insights into customer behavior and learn how to exceed expectations in every interaction.
By capitalizing on the existing skills, this program join-up the delegates to develop new strategies in order to elevate service levels to new heights. It is about connecting with our customers and facilitating constructive outcomes while encountering various customers’ situations.
Goal of Course:
During this one-day customer service course in dubai, UAE and beyond, delegates will experience an inspiring journey that will allow them to discover what is needed from them to create Amazing Service Encounters through communicate with the customers according to Company Values.
Duration:
1 Day
Language:
English
Training Objectives
- Recognize the different levels of internal and external services
- Understand why service must continuously improve to maintain customer’s satisfactions
- Identify specific action steps to upgrade and enhance the service
- Map the floor of service transactions
- Identify key internal and external perception points
- Understand the brand proposition and implement them
- Understand and implement company values
- Implement strategies that work in order to become the everyday Hero.
Module Outlines
Module 1: The Service Standards (In correlation with Up Your Service)
- Opening & Ice breaker
- Program objective’s and guidelines
- Discover the six levels of service
- Understand the raising customer expectations
- Set service improvement goals
- Learn how customer perceive the service
- Service evaluation
- Service vulnerability
- Moment of truth.
- Personalization of Service and Building Service Relations
Module 2: Service Oriented Culture
- Understanding the emotional service drivers versus functional drivers
- The Value’s in Practice
- Maintaining positive attitudes pre & post servicing the customers
- The impact of implementing MenaBev values on the company, employees and customers
- Hear me, Steer me, stay next to me, in practical context
- Using the magic words (Showing Empathy & Sympathy)
- Implementing the everyday Hero planner
- Understanding the customer’s problem issues and concerns
- Going the extra mile (meeting & exceeding customers’ expectations)
- Closing & Action Plan
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Everyday Hero program is as explained in the below stages:
Stage 1: Designing the Training Event
During this stage we will be assessing the learning needs and we will include all the element of design.
The entire program is designed to incorporate Up Your Service concept along with company’s value in experiential learning environment that focuses on implementing all the learning requirements. The element of design is set to include two key elements one of them is Obligatory for the program design and the other one is Great To Have which would require the stakeholder’s approval for proper deployment.
The obligatory requirement which to be named as The Core Design will include the following elements:
- Everyday Hero action plan
- Everyday Hero planner
- Real case studies
- Interactive role plays
- Interactive group work and group discussions
The great to have design which to be named as “Added Value Design” will include the following:
- Designing an animated character scenarios
- Animated Hero banners and accessories (t-shirts, or meddles, pins, or give away items, CEO video message)
Once agreeing on the proposal Leap to Success design team will communicate with MenaBev the session plan and the course map for approval. Once approval is granted then we will carry on with the actual design of the material that will include the obligatory Core Design and the “Added Value Design” (based on MenaBev’s approval and items of choice). Once this section is completed we will move then in to the planning accordingly.
Stage 2: During the training
The course design is based on interactive facilitation, training energizers, training videos, extensive role-plays, group discussions, group brainstorming sessions. The role-plays and cases shared during the training includes variety of situations tailored around practicing all company’s Values.
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