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Templates‫لالستشارات‬ ‫التنفيذيين‬ ‫الخبراء‬ ‫شركة‬
ELITE Diamond MODEL
Customer Satisfaction
‫الزبائن‬ ‫لخدمة‬ ‫الماسي‬ ‫الرواد‬ ‫برنامج‬
E= EMPLOYEE
L=LEADER
I=INFORMATION
T=TEAM
E= Environment ssawli@yahoo.com 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
ssawli@yahoo.com 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
ssawli@yahoo.com 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
ssawli@yahoo.com Leabon,
0096178893553
Curriculum• Week I
• Module I: Employee Module
• Course Customer Satisfaction
• Activities
Monday Tuesday Wednesday Thursday Friday
Presentation
9-12
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
observationssawli@yahoo.com Leabon,
0096178893553
Leader Module• Week 2
• Module II: Leader Module
• Activities
Monday Tuesday Wednesday Thursday Friday
Presentation
9-12
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
ssawli@yahoo.com 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
ssawli@yahoo.com Leabon,
0096178893553
Information Module• Week 3
• Module III: Information Module
• Course Management and better use of
Information
• Activities
ssawli@yahoo.com Leabon,
0096178893553
Monday 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
Environment Module• Week 4
• Module V: Environment Course
• Course Enterprise Optimization
• Activities
Monday Tuesday Wednesday Thursday Friday
Environment
enhancement to
increase
customer
Satisfaction
9-12
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 Visit
1-5
Visit to a
Restaurant
Each participant
will teach the
group
Each participant
will teach the
group
ssawli@yahoo.com Leabon,
0096178893553

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ELITE DIAMOND CUSTOMER SERVICE

  • 1. Your own sub headline This is an example text. Go ahead and replace it with your own text. Templates‫لالستشارات‬ ‫التنفيذيين‬ ‫الخبراء‬ ‫شركة‬
  • 2. ELITE Diamond MODEL Customer Satisfaction ‫الزبائن‬ ‫لخدمة‬ ‫الماسي‬ ‫الرواد‬ ‫برنامج‬ E= EMPLOYEE L=LEADER I=INFORMATION T=TEAM E= Environment ssawli@yahoo.com Leabon, 0096178893553
  • 3. 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 ssawli@yahoo.com Leabon, 0096178893553
  • 4. 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 ssawli@yahoo.com Leabon, 0096178893553
  • 5. 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 ssawli@yahoo.com Leabon, 0096178893553
  • 6. Curriculum• Week I • Module I: Employee Module • Course Customer Satisfaction • Activities Monday Tuesday Wednesday Thursday Friday Presentation 9-12 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 observationssawli@yahoo.com Leabon, 0096178893553
  • 7. Leader Module• Week 2 • Module II: Leader Module • Activities Monday Tuesday Wednesday Thursday Friday Presentation 9-12 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 ssawli@yahoo.com Leabon, 0096178893553
  • 8. 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 ssawli@yahoo.com Leabon, 0096178893553
  • 9. Information Module• Week 3 • Module III: Information Module • Course Management and better use of Information • Activities ssawli@yahoo.com Leabon, 0096178893553 Monday 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
  • 10. Environment Module• Week 4 • Module V: Environment Course • Course Enterprise Optimization • Activities Monday Tuesday Wednesday Thursday Friday Environment enhancement to increase customer Satisfaction 9-12 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 Visit 1-5 Visit to a Restaurant Each participant will teach the group Each participant will teach the group ssawli@yahoo.com Leabon, 0096178893553