Organization that strives to increase customer satisfaction faces a big challenge. The absence of a “great service culture” limits, and even undermines success of customer satisfaction improvement initiatives. This two-day interactive program is designed to help participants understand the importance of delivering consistently, high-quality, customer service and focusing on “keeping the customer happy” and the program will also deal with the importance of team work “keeping everyone happy at workplace”..
- To develop a customer-oriented culture in the company.
- To help the participants to align the company’s customer service efforts in a similar direction.
- To learn skills and techniques to build and manage a good customer service team
- To enhance communication skills to improve internal and external customer service.
- To create a greater awareness of maintaining the Company’s service image.
- To leverage competition through customer intimacy.
- To equip the team with tools and skills in setting quality standards and effectively monitoring them.
- To arm participants with abilities to proactively solve customer problems before it arises.
Adult learning approach: Course consists of interactive lectures, individual and group activities, role plays, and mini-case studies relating to real life practical situations.
MODULE 1: UNDERSTANDING YOUR CUSTOMER, EXTERNAL AND INTERNAL
To develop a customer-oriented culture in any company, one must understand the nature of what the company is providing; fully realize what your customers want from you and how they perceive you and any other company representative from the start.
This module seeks to address the fundamental questions that will allow the participants to focus their customer service efforts in the right direction. We will seek to find out the company’s specific service niche, the service characteristics, the customer profile and find out how the customers currently see the participants and the company.
Internally, we will strive to understand what quality internal customer service is to the people within the company.
MODULE 2: COMPONENTS OF CUSTOMER CARE – THE “WOW FACTOR IN YOUR SERVICE
What are the components of good customer service that would make the customer go “WOW”. What can we do that would reflect service above and beyond the call of duty? How can we begin to behave in the way that the customer will enjoy being with us and make us a part of their lives?
MODULE 3: CASCADING THE MISSION, VISION AND CORE VALUES FOR CUSTOMER SERVICE
This is a diagnostic session to revisit the mission, vision statements and core values of the company to understand its linkage with customer service. The session will then be facilitated to translate how this linkage can be an integrative part of every individual’s task and duties in the workplace.
MODULE 4: MONITORING PERFORMANCE TO MAINTAIN THE SERVICE IMAGE
To ensure that the customer service is kept to the required standards, one must work to maintain it by giving it a regular “check-up”.
Participants will be shown three effective measurement systems, which are on-going processes. This includes:
- A Customer Feedback System, which enhances customer accessibility and
- An Employee Feedback System, which keeps the entire service team on the right track
MODULE 5: HANDLING DIFFICULT AND DEMANDING CUSTOMERS
In this module, participants will learn what fight starters are and how argument arises. Participants will learn to disarm, deflect and diffuse difficult customers.
How can we turn difficult customer into a fan? What can we do to capitalize on customer complaints and make it profitable? Using verbal “Tongue-Fu” participants will be able to recapture the hearts of the customers again
MODULE 6: THE COSTS OF POOR SERVICE AND POOR QUALITY AND HOW THESE AFFECT THE COMPANY
It is always said that if you provide a poor quality product or service, you will lose not only the current customers but the potential ones as well. This module will stress the importance of this statement and the trainers will demonstrate the extent of damage poor service and quality can cause, at all levels of customer contact point.
Exercises and case studies picked out from the company’s actual situations will
MODULE 7: GRACIOUS PROBLEM SOLVING
- How should customer complaints be handled?
- How can upset customers be made happy?
- How should difficult and rude customer be dealt with?
- Who should handle customer complaints and problems?
- How do you know when problems are handled graciously?
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