ELITE DIAMOND CUSTOMER SERVICE

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Templatesالتنفيذيين الخبراء شركة

لالستشارات

[email protected] Leabon, 0096178893553

ELITE Diamond MODELCustomer Satisfactionالزبائن لخدمة الماسي الرواد برنامج

E= EMPLOYEEL=LEADERI=INFORMATIONT=TEAME= Environment


ELITE MODEL

• Is an integrated training program aimed at addressing all aspects which will improve customer satisfaction

• All staff categories must have training in order to make an improvement

• It is very important to have the organization’s full commitment from top to down

• This training is provided for group of trainers who will be enabled to train others on this subject

• This is highly engaging program where participant will learn see and teach.

• This program is suitable to all industries where employee customer engagement is frequent


The Core Concept

• The front line employee cannot provide optimum service unless the system is ready and supporting. ELITE focus on the main elements to empower front line employee to provide best service.

• E= EMPLOYEE• L=LEADER• I=INFORMATION• T=TEAM• E= Environment


Action Plan

• Participants to fill the assessment survey• Participants to come to Beirut, where the participant shall

have the exposure to models of best customer service• Trainers to prepare the program using survey results• Each day there will be 2 hours presentation and workshop,

followed by visit to an example facility• Next day observations made will be discussed at the

workshop• The program will take around 30 days• The participants can go back and train the rest of the

employees


Curriculum• Week I• Module I: Employee Module • Course Customer Satisfaction• Activities

Monday Tuesday Wednesday Thursday Friday

Presentation9-12

The psychology of the customer and how to deal with it

The art of answering the phone

Quality Assurance for customer satisfaction actions

Customer Greeting principles

Customer wait areas and rooms

Site Visit 12:30 -5 pm

Visit: Armenian Factory

Visit to a Bank

Tourism Company

Jeeta Visit to a hospital

Workshop 7-9 pm

Review and discuss team observation






Leader Module• Week 2• Module II: Leader Module • Activities


Presentation9-12

The art of leading vs. managing

The role of the leader in enhancing patient satisfaction

Customer satisfaction surveys/ interview and feedback

Action Plan for customer feedback and survey results

Empowering your staff to enable better service

Site Visit 12:30 5 pm

Jbeil Souq Saida Fort Visit a 5 star Hotel

Beirut Mall Half day at the river

Workshop 7-9 pm







Team Dynamics• Week 3• Module IV: Team Module • Course: Team Building Module• Activities


Team Dynamics Team Building Activities

Team Decision making

See next slide See next slide

Example Visits Jzeen Retail Store

Workshops Review and discuss team observation





Information Module• Week 3• Module III: Information Module • Course Management and better use of

Information• ActivitiesMonday Tuesday Wednesday Thursday Friday

The role of Information in customer Satisfaction

Provision of information quality control process

Example Visits Telecommunication Company

Telecommunication Company

Workshops Review and discuss team observation





Environment Module• Week 4• Module V: Environment Course• Course Enterprise Optimization• ActivitiesMonday Tuesday Wednesday Thursday FridayEnvironment enhancement to increase customer Satisfaction9-12

Diet and Kitchen services to enhance customer satisfaction

Direction Signs and reception staff role in enhancing customer satisfaction

Teaching the Leader material

Teaching the employee material

EXOTICA Visit1-5

Visit to a Restaurant

Each participant will teach the group

Each participant will teach the group

Business

ELITE DIAMOND CUSTOMER SERVICE