LEARNING AND SKILLS
Service Activator
How to differentiate customer service and go the extra mile.
Client needs
This is the human element of customer experience. Because in this world of AI, digital-first CX, when customers need to speak to a human, they need the very best human.
Higher customer loyalty
Client needs
Client needs
More
referrals
Client needs
More empowered teams
Client needs
Better NPS
What we think
Your frontline are your lifeline. We need to empower these incredible, flexible humans with tools and skills to deal graciously with the unexpected. Your brand reputation is in their hands.
Who is it for?
Hospitality is for everyone – if you want a service culture, you need everyone to adopt a hospitality mindset.
Frontline teams, back-office support functions, Leaders and Managers, Storytellers.
What we do
Develop skills to meet customers psychological and emotional needs
Build tools and skills to unlock excellence every day
Develop managers to lead with a hospitality mindset
BRING IT TO LIFE
Reset the service mindset
Creation of a Service Behavior framework that hooks your people and changes service behaviors.
BRING IT TO LIFE
Surprising environments
Concepts and themes that take people aback – showcasing what surprising and delighting customers is all about.
BRING IT TO LIFE
Experiential learning
Transforming service culture through carefully designed workshops that do more than most - immersive, fun learning experiences that provide space to practice skills.
BRING IT TO LIFE
Managers that lead with a hospitality mindset
Ready and able to support their frontline teams to create service magic in every customer interaction.
Customer centricity measures
Level 1
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Participants recommend the learning experience and intend to practice what they learnt
Level 2
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Employees report higher levels of empathy and self-awareness
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Feel appreciated and valued
Level 3
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Demonstrate service behaviors and use the tools
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Openness to report problems, service breakdowns, process issues involvement in service improvement initiatives
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Great supervision and support for customer-facing teams
Level 4
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Customers feel appreciated
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Feel their problems are solved
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Customers say staff friendliness keeps them loyal
Level 5
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Impact on service and sales performance metrics
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Famous for their service culture
Minimum viable product
Service behavior framework
(unless in existence)
Creative concept
Half day experiential learning module for everyone
Service Skills Activator Toolkit
Half day managers module
Even better if...
Service behavior framework
(unless in existence)
Creative concept
Digital onboarding module
2 day experiential learning all modules for everyone
Service skills activator toolkit
Mirco learning refreshers
2 day managers module
Manager guide
Train the facilitator
Ask the NKD experts...
Transforming how business feels