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
- 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:
- Click on the add to cart button.
- In the cart, click on the Proceed to Checkout.
- Kindly fill out the necessary details.
- 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:
- 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.
- Payment through PayPal/Debit or Credit Card
- You will receive your webinar link via e-mail automatically within the day.
