trainer

"TOP SERVICE - IT'S YOUR CHOICE!"

Carla Carvalho Dias

What behaviors do you need to change in your team?

To serve our Customers we need to train our people!

Did you know that 67% of Customers say they are willing to pay more for a good experience?
And that 57% of Customers claim to have stopped buying because of poor service?
(Salesforce’s State of the connected Customer)

If we demand training from an athlete to get results, how can we expect a good service if we don’t train our people?

Do we have the legitimacy to demand an empathic treatment from the Client if we do not teach, inspire and train our people?

Training or in-service training goes far beyond any script or set of rules that many insist on not following.

The involvement of teams, awareness, sharing stories and techniques with a lot of training in pairs or individual are characteristics present in any training action I develop.

Let’s train your team with the best practices to serve your Customers?

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LET'S SCHEDULE A TRAINING SESSION

Customer Service and Loyalty

Serve, Engage, Mark

Target Audience:
All people in direct contact (in person, telephone and online) with the customer.

Program: 

  1. What is service? The difference between attendance and customer service
  2. How does the Customer evaluate the service transaction
  3. The greatest dangers when serving
  4. The magic cycle of service
  5. Service Recovery Strategies
  6. My checklist at service (material and behavioral)
  7. My action plan

Duration: online 4 days | face-to-face 2 days

testimonial

"Carla as a trainer, coach, speaker, or anything else, has inexhaustible energy and is a source of inspiration and motivation."
Rosalina Baptista
Human Resources Director - Belmond Reid's Palace

LET'S SCHEDULE A TRAINING SESSION

Leadership and resource mobilization

Analyze, Lead, Develop

Target Audience:
To all people with leadership, supervision or coordination roles.

Program:

  1. Leadership styles and correlation with Customer experience
  2. What is Servant Leadership and Conscious Leadership
  3. Servant Leadership Case Studies and best practices
  4. The advantages and drawbacks of practicing a Servant Leadership
  5. The 5 ingredients of Servant Leadership
  6. My Leader checklist at service (material and behavioral)
  7. My action plan

Duration: online 4 days | face-to-face 2 days

testimonial

"Carla's messages are simple, unprejudiced, practical and comprehensive."
Sofia Lavos
HR Business Partner - Sonae

LET'S SCHEDULE A TRAINING SESSION

Sales and Customer Relationship

Engage, Know, Sell

Target Audience:
Commercial/sales teams.

Program:

  1. Up Selling, Cross Selling and Upserving – similarities and differences
  2. Case studies of upserving and promoting empathy in sales
  3. Types of business vs Types of service
  4. How to practice upserving
  5. My upserving strategy and monitoring results
  6. My action plan

Duration: online 4 days | face-to-face 2 days

testimonial

"We all think that we provide the best service in the world, that we couldn't be friendlier and more affable with our customers, or with those around us. Until we meet Carla!"
Joana Sousa
General Manager - Bioderma

LET'S SCHEDULE A TRAINING SESSION

Taylor Made

Know, Develop, Implement

TAYLOR MADE training, or made for each company, is completely personalized.

It is often justified in very specific business cases such as dental clinics, gas stations or a business whose team is composed of several functions and intends to work in a transversal way.

This type of training requires a detailed briefing to be designed before it takes place, guaranteeing the greatest impact on that training to promote a greater and better service culture towards better Customer experiences.

testimonial

"It was an activity designed specifically for us to implement in our retail stores where, through an innovative program of videos that were excellently thought out and produced, it was possible to grab the attention of our employees, causing a real change in the attitudes and behavior of the different teams."
Rui Lousa
Administrator - Porto Comercial - FC Porto

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