A group of training participants sitting in a seminar room

Service Orientation

OUR COURSE PROVIDES YOUR EMPLOYEES WITH TARGETED TRAINING IN ACTING WITH THE CUSTOMER IN MIND

Training for Service Providers

A FOCUS ON THE CUSTOMER

The premium airlines of the Lufthansa Group are known for their outstanding service and their engaging flight attendants. To ensure that this customer service standard is maintained, we provide specialized training to the cabin crews of our airlines on an ongoing basis.

We pass on the expertise and experience gained from these service training courses to you. Our experienced trainers will raise your employees’ awareness of the need to think and act in a service-oriented manner – with understandable and practical examples from your everyday world. In this way, we strengthen the communication skills of your service providers and teach your employees how to act with the customer in mind.

As part of the course, the participants learn above all how to recognize customer needs and how to maintain customer relationships characterized by appreciation. If needed, the training can be supplemented with more advanced modules, for example with a focus on targeted training with communication instruments and the behaviors of customers and your team in challenging situations. The course modules can be grouped together or be held individually, but the modules build upon each other in terms of their content.

All of our trainers are qualified in adult education and have completed various advanced training courses in the field of human factors. They have many years of experience in vocational and advanced training for airline personnel as well as other renowned companies from the service sector.

Objective

The Service Orientation seminar focuses on raising the participants’ awareness with regard to a customer-oriented mind-set and actions in their everyday professional lives. To do so, they learn to recognize the importance of embodying the idea service and the impact this can have on a company’s success. They deal with the needs, expectations, and fears of customers in order to promote a relationship with customers characterized by loyalty and appreciation. Participants learn to strengthen their communication skills as well as how to productively handle customer complaints. They understand the importance of social and personal skills in customer relations and practice solutions-oriented behaviors in challenging situations, both with customers and within the team.

Procedure

The Service Orientation training course is comprised of a theoretical and a practical component. All exercises are carried out using specific examples from the everyday professional lives of the participants (e.g. difficult situations with customers) as well as typical scenarios from aviation. The modules are interdisciplinary and interprofessional and can be combined with each other as required.

We can conduct the training either at your offices or in our seminar rooms at the modern training center in Opfikon, near Zurich. Depending on the desired content, the program can last between one and five days. If necessary, our trainers are also available for team and individual coaching sessions for your service employees.

Target Group

The seminar is designed for service providers – for example, banks, insurance companies, or transportation companies, as well as organizations from the health care and public sectors.

Content

Module A: Recognizing Customer Needs and Reflecting on Your Own Behavior

Getting to know and appreciating our customers
Our company’s market positioning
Our personal, social, and professional skills
Methods of active listening
Our customers’ expectations and fears
Viewing customer complaints as an opportunity and developing a professional approach
The language of de-escalation

Module B: Using Communication Tools Systematically

Effect and impact of nonverbal communication and body language
Modern etiquette in the professional world
Factors of perception and interpretation
Causes of error and error management culture
Your own boundaries when pressured to intervene
Models of intervention
Schulz von Thun communication square
Opportunities to influence the communication process
Getting to know and understanding customer behavior patterns
Expanding communication skills
Getting to know your own behavioral tendencies based on transactional analysis
Resource-oriented exercises to improve collaboration
Conversation coaching based on challenging situations of the participants

Module C: Behaviors of Customers and Your Team in Challenging Situations – the Human Factor Counts

Various team exercises for communication under pressure, decision-making, leadership, and team processes
Various models for team decision-making skills
Debriefing – improving work processes and viewing errors as an opportunity
Highly efficient team computer simulation
Consciously influencing your own behavior under increasing time pressure and greater responsibility
Good teamwork and efficient communication

Module D: Demeanor and Appearance in Professional Attire

Module E: Business Etiquette

Module F: Individual and Team Coaching

Solutions-oriented individual coaching to improve leadership and conflict-resolution skills
New perspectives for changes to mind-set and attitude
Advisory support for processes and promotion of teams