Delight your customers by going beyond the expected — every time, in every situation.
Our approach helps your team create meaningful, memorable experiences that not only satisfy but truly impress. By focusing on emotional connection, attention to detail, and proactive service, you'll turn ordinary interactions into moments that inspire loyalty and trust.
Workshop Summary
This workshop is structured into four sessions aimed at enhancing service providers' interactions with customers. Session 1 begins with a diagnostic evaluation, focusing on understanding the customer, identifying their needs, and emphasizing personal presentation and uniform standards through individual and group exercises. Session 2 offers practical guidance on workplace etiquette, including telephone manners, interactions with customers and colleagues, body language interpretation, posture, greetings, and managing social space. In Session 3, participants explore the profound impact of body language, emotional intelligence, adaptability, effective verbal and written communication, and teamwork through practical activities. Finally, Session 4 is dedicated to practical action steps, including how to follow up on requests, anticipate customer needs, personalize experiences, manage potential complaints or conflicts, concluding with a comprehensive final evaluation.
By taking this workshop, you will receive:
- 10 hours of course-workshop (in-person or online via ZOOM sessions).
- Workbook (.DOC / .PDF).
- DC3 Labor Skills Certificate, registered with the STPS.
- Certificate of Participation.
- 30 days of virtual support (email + WhatsApp) to answer your questions.
Content
Session 1: Service Provider and Customer Interaction
- Diagnostic evaluation
- Understanding roles: Service provider and customer
- Identifying and recognizing customer needs
- Individual exercises and group activities
- Personal appearance and uniform standards
- Personal grooming and professional image
Session 2: General Workplace Etiquette (Practical Session)
- Telephone etiquette practices
- Etiquette when interacting with customers
- Etiquette among colleagues
- Body language fundamentals and interpretation
- Walking style, posture, and greeting etiquette
- Social space management (proxemics)
Session 3: Impactful Communication and Emotional Intelligence
- Body language as a powerful communication tool
- Emotional intelligence and adaptability
- Verbal and written communication for remote interactions
- Teamwork dynamics and internal communication
- Practical individual and group exercises
Session 4: Taking Action (Practical Session)
- Effective methods for following up on customer requests
- Anticipating customer needs proactively
- Preparing and customizing customer visits or experiences
- Identifying and addressing potential complaints or conflicts
- Comprehensive final evaluation and feedback session
NEXT WORKSHOP:
BUCERÍAS (BAHIA DE BANDERAS)
BUCERÍAS (BAHIA DE BANDERAS)
Next workshop
Instructor
Norma Rocio Martinez Quintal
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