“Customers may forget what you’ve said but they never forget how you made them feel.” - Maya Angelou
Helping customers to meet their needs is the basis of great customer service. How do we know what their needs are? Our customers are diverse and so are their needs. It is no longer enough to deliver a good product or service. How we are interacting with customers becomes the key point of difference. Learn how to best connect with diverse customers and make them feel appreciated. Your reputation will attract new customers and your relationships will make them stay.
This workshop will give you practical tools and confidence in providing excellent customer service to diverse customers.
- Recognise the impact of bias and unconscious bias on our customer relationships
- Understand the What and How in customer service
- Develop cultural intelligence
- Stay calm and in control when customers complain
- How to make customers feel appreciated
- Effectively communicate with customers from diverse backgrounds
- Loyal customers
- Confidence in interacting with diverse customers
- Positive and strong relationships with diverse customers
- New business opportunities with diverse customers
Who should attend
Small business owners, team leaders and customer services staff who are keen to provide excellent customer service to today's diverse customers.
Sign in at reception of HP on level 5
Please arrive at 8.45 for a 9am start
For any questions please email: Stefan@diversityinstitute.co.nz
You find more information on our website:
About the facilitator:
Stefan Doll (CMHRINZ, MBA), Registered Psychologist in Germany, HR and Diversity Consultant & Coach.
Stefan has 20 years of experience as a human resources manager, trainer and consultant in Europe and New Zealand in the FMCG industry, manufacturing, local government and professional services. His degrees in industrial psychology (Germany) and MBA (UK) laid the foundation for many successfully resolved people challenges in a business context. His passion for leadership and thriving organisational cultures resulted in advising the European headquarters of BP on learning and development programmes before he came to New Zealand in 2003.
Stefan is a published author and co-founder of the Diversity Institute. Building on his experience, observations and studies he developed a practical tool to resolve differences between people which is now successfully applied by many of his clients. Good things come out of good relationships on a personal and business level.
"I am passionate about my rock band and writing music. I am also passionate about business and creating a work environment that allows people to find fulfilment in their work and that allows businesses to grow. There are many connections between a band playing a good show and a high performing team. Everyone brings in their unique skills, gives their best, collaborates, and thrives to achieve a common goal.”