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How to (Not) Lose Your Customers: a Customer Service Excellence Program
August 30, 2018 @ 9:00 am - 5:00 pm₱6000 – ₱8000
In this highly-competitive world of business, professionals invest time, energy and money to acquire new customers. It is no wonder then why companies invest in planning, research, brand management and marketing. Acquiring customers is essential to business but KEEPING them is even more valuable. Gaining no customers is less harmful than gaining a lot and eventually dissatisfying and losing them. Unhappy customers will tell approximately 20 other people about their plight, which will affect the company’s image and eventually, its revenues. Therefore, there is a need to educate professionals on the importance of Customer Service Excellence in helping businesses survive, grow and become the industry leader by creating happy and loyal customers.
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.
- Getting to know “ME” (Personal Brand and Packaging)
Learning Objective: To know oneself better in order to serve the customers well
- Dreams and goals that drive them to go to work
- Strengths and Weaknesses as a professional
- Hygiene and Good Grooming as the initial step to rendering excellent service
- Assessment of Customer Service
Learning Objective: To identify the current status and quality of the existing Customer Service standards
- What kind of relationship has been established between the company and its customers?
- How will I rate my customer service skills from 1 to 10, with 10 being the highest? Why? What hinders me from getting a 10?
- How can I personally improve my customers’ level of satisfaction? How satisfied and confident am I with myself?
- 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
- 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
- Extraordinary customer service standards – importance of manuals and customizing the procedures (to discuss the company VISION and MISSION statements and the highlights of the company’s manual / rules and regulations)
- 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
- 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