Silega Care – Customer Service Business Simulation

Create loyal customers and a unique service experience

Motivation:

Companies spend millions of dollars advertising their brands, but the customer experience is what defines success. Although most managers understand service concepts, they have a difficult time applying them at their level of the organization.

Key objectives:

  • Transform the culture of service and boost results
  • Develop a better understanding of explicit and implicit customer needs
  • Improve internal communication
  • Help people see their individual role in servicing customers
  • Create alignment across the organization towards better service
  • Establish a common vision of service excellence
  • Implement a unified approach to creating memorable service experiences
  • Increase customer satisfaction and loyalty by handling requests more efficiently
  • Create a proactive and positive attitude when servicing customers
  • Build trust and loyalty in suspicious times

Key objectives:

  • Transform the culture of service and boost results
  • Develop a better understanding of explicit and implicit customer needs
  • Improve internal communication
  • Help people see their individual role in servicing customers
  • Create alignment across the organization towards better service
  • Establish a common vision of service excellence
  • Implement a unified approach to creating memorable service experiences
  • Increase customer satisfaction and loyalty by handling requests more efficiently
  • Create a proactive and positive attitude when servicing customers
  • Build trust and loyalty in suspicious times

The experience:

Silega Care™ is a business simulation that helps participants unlock the hidden potential of their organization and achieve sustainable growth through managing the five types of wealth. The simulation is conducted in rounds that represent a number of business years.

Participants represent twelve organizations (this can be adjusted for smaller groups) which need to:

1) Achieve maximum financial growth

2) Receive the most points from a Leadership Code including competencies such as ethics, trust, and empowerment. This simulation teaches participants both how to maximize tangible results (What?), and how to establish high credibility and emotional connection with followers (How?).

Participants take part in an engaging, high-impact business simulation designed to help them discover and implement key factors for creating an outstanding customer experience. They must deal with common pressures and obstacles, resolve conflicts, create trust, and achieve measurable results. Together, they discover the relationship between different service elements and how to implement them in the real world environment.

During the second part of the simulation, participants will have to resolve specific work-related customers service situations and maximize their positive impact with customers.

Format: Business Simulation (face-to-face or online)
Number of participants: 5 to 80+
Participant: Frontline customer service staff, customer service managers and directors, sales force and sales managers, areas that have interactions with customers.
Duration: 4 to 8 hours
Competencies: Conflict management, customer focus, timely decision making, ethics and values, listening, motivating others, negotiating, patience, presentation skills, problem solving, understanding others

Typical applications:

  • Customer service and sales training
  • Conferences and seminars, including annual meetings

Key lessons:

  • How to evaluate the cost of poor service and the rewards of outstanding service
  • The key elements of outstanding customer service
  • How to better listen and understand the customer’s real concerns
  • How to truly appreciate customers and their importance to business success
  • How to handle problematic situations with customers and regain trust
  • The key components of effective communication and how to avoid misunderstanding
  • How to measure and grow the level of relationships with customers
  • Practical ways to improve both internal and external service
  • How to improve productivity and save costs when dealing with customers
  • Ways to positively surprise customers and exceed expectations

Typical applications:

  • Customer service and sales training
  • Conferences and seminars, including annual meetings

Key lessons:

  • How to evaluate the cost of poor service and the rewards of outstanding service
  • The key elements of outstanding customer service
  • How to better listen and understand the customer’s real concerns
  • How to truly appreciate customers and their importance to business success
  • How to handle problematic situations with customers and regain trust
  • The key components of effective communication and how to avoid misunderstanding
  • How to measure and grow the level of relationships with customers
  • Practical ways to improve both internal and external service
  • How to improve productivity and save costs when dealing with customers
  • Ways to positively surprise customers and exceed expectations

Download Silega Care details in PDF format [here]