Standout Service solutions

Service Skills, Emotional Connection, Customer Journey, Standards

ABOUT THE PROGRAM

When? 18 May 2022 at 10:00 till 14:00

Where? At School of Economics and Business in Ljubljana

This half day programme based on Stiel and Steadman Standout Service Solutions addresses the emotional components of navigating the various aspects of working with customers. In addition to the emotional connections and personal skills involved, the core skills of communication, listening, questioning, and problem-solving give participants a tool belt filled with the skills necessary to deliver a consistent, quality, memorable experience.

Why?

To deliver a Service Solution where we inspire, educate and demonstrate how you can take your organisation to the next level through service excellence delivered by the heart.

How?

Course structure is delivered in four modules using the word LOVE:

  • L-Listening (Communication Skills)
  • O-Organisation
  • V-Validation (Emotional Component)
  • E-Experiences

Stiel & Steadman teaching method applies all adult learning principles which is the tactile, verbal/lecture, role plays/ skill practice. The class is highly interactive which includes dyads, triads, role play and a robust set of handouts.

What?

  • Objective 1-Understand the four major skills of Standout service (The 3 Vs of Communication-Visual, Verbal & Vocal), Questioning and Listening/Problem Solving
  • Objective 2-Recommend that all operational systems are viewed through the lens of service.
  • Objective 3-To discover the variety of emotions that can comprise a service interaction and share ways on how to appropriately respond.
  • Objective 4-Explain the customer journey including specific ways to understand individual customer’s needs.

At the end of the programme participants will be able to:

  • Experience an environemt that is positive and professional where service excellence is encouraged.
  • Staff are less stressed and obtain a deeper connection with the customer, creating a more loyal customer base.
  • Obstacles are removed to provide a seamless service experience.
  • To be able to customize working with customers, based on the customers personal preferences.

LECTURERS

Holly Stiel
Mary Steadman

PRICE AND REGISTRATION

Participation fee: 290 € (VAT excluded)

For companies that are members of SRIPT, participation in the program is free of charge – upon registration use code »SRIPT« in the notes. In case of late cancellation or in case of non-attendance without cancellation, the full registration fee will be charged to the SRIPT member.

The number of participants is limited.

No refunds can be made for cancellations received less than 3 days before the start of the program. In a case of no-show, there will be no refund of programme fee.

After filing out the registration form you will receive the confirmation on your e-mail address.

An invoice will be delivered to the address provided in the registration after the workshop starts.

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