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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
[email protected] Leabon, 0096178893553
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
[email protected] Leabon, 0096178893553
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
[email protected] Leabon, 0096178893553
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
[email protected] Leabon, 0096178893553
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
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
[email protected] Leabon, 0096178893553
Leader Module• Week 2• Module II: Leader Module • Activities
Monday Tuesday Wednesday Thursday Friday
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
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
[email protected] Leabon, 0096178893553
Team Dynamics• Week 3• Module IV: Team Module • Course: Team Building Module• Activities
Monday Tuesday Wednesday Thursday Friday
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
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
[email protected] Leabon, 0096178893553
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
Review and discuss team observation
Review and discuss team observation
Review and discuss team observation
[email protected] Leabon, 0096178893553
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