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Customer Experience Management Program

₱2,798.88

Category:

Description

Objectives

This program aims to help each employee develop the mindset, habits and heart of a sincere customer-centric professional through learned concepts and techniques, resulting in gaining a highly fulfilling working environment. At the end of this course, the participants will learn how to:

  • Value the importance of their individual personalities on Customer Service Excellence and their relationship to preserving the company’s strengths as indicated in the website and brochures.
  • Establish strong communication channels among departments to expedite accomplishment of customer requests
  • Handle customer inquiries and complaints professionally and knowledgeably.
  • Motivate self and others to enhance customer care and develop the mindset of “I am here to serve our customers, WOW them and get them to come”.

Topic Outline

  1. Getting to know “ME” (Self-Awareness and Self-Mastery)

Learning Objective: To develop a clear perception of Customer Service Excellence by developing a positive perception of one’s self.

  • Dreams and goals that drive them to go to work
  • Strengths and Weaknesses as a professional
  • The Power of Choices, Decisions and Commitment to Quality and Excellence
  • How to become and stay motivated

2.   Assessment of Customer Experience Management 

Learning Objective: To identify the current status and quality of the existing Customer Service output and align it to the company’s standards and expectations.

  • What kind of relationship has been established between the company and its customers?
  • How effective and efficient are the different departments working with each other?
  • Assessment on the timeliness and accuracy of output (commitment to timeline and standards)
  • How can I personally improve my customers’ level of satisfaction? How satisfied and confident am I with myself?

3.   Customer Service and its Importance

Learning Objective: To learn the value of giving excellent service

  • Concepts and Benefits of giving the best service
  • Embracing Customer Service not only as a job but as a way of life
  • What are the characteristics of excellent service?
  • How to develop a Heart for Service Excellence

4.   The Customer

Learning Objective: To learn the different types of customers, their expectations and how to exceed them.

  • Who are my  Customers?   — Internal (co-workers) and External (paying) Customers
  • Customer Expectations – Implicit, Explicit and Delight Expectations
  • Workshop: Analyzing customer characteristics — easygoing vs. demanding, quiet vs. vocal, specific vs. general, task-oriented vs. relationship-oriented
  • The Customer’s experiences – The “WOW” factor

5.   Achieving a Customer Service Culture and Creating a Service Excellence Environment

Learning Objective: To become proactive in setting the atmosphere of a highly service-oriented working environment by respecting the company manual and standards

  • Know your business, team, products/services, policies and procedures
  • Aligning behavior, habits and attitude to the company VISION and MISSION statements
  • Developing openness to change and progress
  • Creating a culture of Empathy, Positive Attitude and Customer Care

6.   How to be an Outstanding Customer Care Professional

Learning Objective: To identify the qualities and techniques on how to professionally perform  the task of a frontline staff and consistently delight customers

  • Grooming and Image Enhancement through excellent virtual, face-to-face, telephone and email interactions
  • Developing Self-Confidence and Initiative

7.   Effective Communication

Learning Objective: To identify the qualities and techniques on how to professionally perform the task of a front line staff and consistently delight customers through proper communication

  • Verbal Communication – Meet and greet techniques; Being comfortable with the English language; Tact in usage of words; Telephone etiquette
  • Non-Verbal communication – Eye Contact; Facial Expression; Body Language – posture, stance, hand gestures, walk

8.   Handling Complaints and Difficult Customers

Learning Objective: To master the formula in converting challenging situations into winning customer delight experiences

  • Be part of the solution, not the problem
  • Standard procedure for handling complaints – several steps

Registration:

  1. Click on the add to cart button.
  2. In the cart, click on the Proceed to Checkout.
  3. Kindly fill out the necessary details.
  4. Choose between Bank Deposit or PayPal (Will also have Credit/Debit Card options)
  • If you have chosen to pay via Credit/Debit Card, a PayPal payment site will pop up. Click Pay with Debit or Credit Card and fill out the necessary details.
  • If you have chosen to pay via PayPal, a PayPal payment site will pop up. Log in with PayPal account and proceed to pay with your account.
  • If you have chosen to pay via Bank Deposit, simply click Place Order after filling out the necessary details.

 

To receive the webinar access link:

  1. Payment through bank deposit.
  • Please email your validated deposit slip with your company name, order number, and attendee name/s to [email protected]. You will receive your webinar link once payment is confirmed.
  1. Payment through PayPal/Debit or Credit Card
  •  You will receive your webinar link via e-mail automatically within the day.

 

 

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