In order to provide excellence service we need to be able to understand our customers. Their preferences, tendencies, attitude, behavior, and their other traits can influence how your service engagement. The quality of your engagement and their expectations. NLP (Neuro Linguistic Programming) approach can equip any professionals in understanding their customers and equip them with the necessary tools to build quality services.

By understanding and applying NLP techniques, professionals will be able to capture customers detail behavior, body language, and make an assessment of how the engagement will proceed. It also offersthe knowledge and good practice in keeping the customers calm, enthusiastic, and have positive experience.

The objectives of this program:

• Build a comprehensive understanding on Service Excellence
• Enhance & practice the senses to capture the customer’s detailed behavior and body language
• Equip the participants to build customer’s acceptance
• Equip the participants with customers’ Mind Meta Program
• Enhance the participants’ understanding in Hypnotic Language Pattern
• Enhance the participants’ understanding in ‘reframming’ the customers’ point of view towards products, services, from ‘want’ to ‘need’
• Equip the participants with knowledge to keep them calm, enthusiastic, positive, as well as the ability to induce positive feelings to the customers

Outline

• Introduction: Definition, Goals, and Benefits of Service Excellence
• Types of services to the customers
• Methods and techniques in attention to customers’details using Neuro-Linguistic Programming (NLP)
• Hypnotic Communication Technique skills in providingservices to the customers
• Reframming technique to modify customers’ point ofview to induce their needs to the products and services
• Methods & techniques in measuring customers’ satisfaction
• Stay calm, fresh, and high spirits in facing customers’ pressures
• Changing the habit in complaint handling (inducing the ‘Willingness to Change!’ attitude)