Edify Consultants - Get Enlightened - Business Skills - Service Skills Excellence And Branded Customer Service

Business Skills


»	Finance For Non-Finance Executives
»	Finance For Sales Professionals
»	Advanced Financial Accounting
»	Commercial Orientation For All
»	Selling Skills
»	Sales Negotiation
»	Consultative Selling Skills
»	Key Account Management
»	Service Skills Excellence
»	Branded Customer Service

Personal Effectiveness


»	Communication Skills Basic
»	Advanced Communication Skills
»	Presentation Skills
»	Vendor Relationship Excellence
»	Facilitation Skills For Trainers (TTT)
»	Behavioral Negotiation
»	Time Management
»	Business Etiquette Excellence
»	Positive Mental Attitude
»	Problem Solving Decision Making
»	Creativity & Innovation At Work

Behavioral Skills


»	Supervisory Skills
»	Corporate Studio
»	PMS-Review,Feedback,Coaching/Counseling
»	Performance Appraisal Excellence
»	Teams Work Better
»	Managerial Leadership for new Managers
»	Coaching & Mentoring
»	Involve & Inspire as a Leader
»	Behavior Based Interviewing

Health And Wellness


»	Learn To Live & Live To Learn
»	Stress Affects Effectiveness

Business Skills

Service Skills Excellence


Days - 2 Days

Unit 1 - Customer Relationship Fundamentals
	Topic A	Customer Interaction
	Topic B	Customer Expectations

Unit 2 - Attitude Excellence & Attention
	Topic A	Attitude And Attention
	Topic B	Quality Of Support & Service
	Topic C	Problem Resolution
	Topic D	Building & Maintaining Rapport

Unit 3 - Customer Management
	Topic A	Dissatisfied Customers
	Topic B	Angry Customers
	Topic C	Upset Customers
	Topic D	Stress In Support Demanding Situations

Unit 4 - Customer Communication
	Topic A	Communication Fundamentals
	Topic B	Interpersonal Communication
	Topic C	Telephone Skills
	Topic D	E-mail Étiquette

Moments of Truth are those

defining moments when customers

evaluate Products and Services

and pronounce "This is good"

or " I don't like this".

Branded Customer Service



Day 1

LINKING BRANDING TO CUSTOMER SERVICE

Linking Branding To Customer Service
Unit 1 - The Vitals of Branding
	Topic A	'Aligning who you are and What you stand for ' with ' 'What you do and what you deliver'
	Topic B	Your Brand In Action

Unit 2 - More Than Just Generic Customer Service
	Topic A	Delivering Brands through a Service Experience
	Topic B	Service Moments of Truth via Branding
	Topic C	On Brand – off Brand on Service delivery

Unit 3 - Path to Branded Customer Service
	Topic A	Attributes of Customer Service – Uniqueness, Deliver Core Brand Promise, Delivered with Awareness, Delivered with Consistency

Day 2

EMBEDDING BRANDED CUSTOMER SERVICE

Unit 1 - Preparing For Success
	Defining your Brand DNA
	Topic A	Brand Vision » Mission » Values » Position » Personality
	Topic B	5 Classical Dimensions of C S

	Brand Power Tools
	Topic A	Likeability, Reinforcement, Consistency

Unit 2 - The Role Of Brand Champions
	Topic A	Live The Brand
	Topic B	Support & Advance the Vision
	Topic C	Work as a Team

When the Customer's service

experiences are aligned with brand

promises, a multiplying effect

occurs in his mind.