Customer Service
Developing Excellent Customer Service
Let’s face it : one slight mistake in serving one customer in today’s extremely competitive business environment means millions of Ringgits down the drain. Your company’s customers don’t deal with just your company alone; they have hundreds of other options and suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries.
Today, it’s corporate suicide for your staff to take customer service lightly. Your people cannot afford just to show that they care.
Customers are no more numbers or statistics; neither are they “markets,” “marketing,” or “territory.” Without them, your products or services remain on the shelf. Without them, there’s no income, no salary for everybody in the company.
It’s necessary, therefore, that your staff sincerely cares. No mere lip service.
INTRODUCTION
Appreciate how customer service efforts impact company profits;
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Understand that internal customer service is just as critical as external customer service;
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Prioritize and focus on the top expectations of customers;
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Identify one’s own personality style and the personality styles of customers;
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Apply personality knowledge to communicate more effectively with customers;
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Have influence in the organization by documenting customer concerns;
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Make better choices to improve attitude;
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Develop a personalized strategy for improving listening skills;
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Choose vocabulary that is calming and persuasive;
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Refer to a recovery system for turning angry customers into happy repeat customers;
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Practice a three step system for maintaining professionalism and composure when dealing with irate customers.
OBJECTIVE
Customer Service is an Attitude not a Department
The Financial Impact of Service
Internal and External Customers
Internal Service is just as Important as External Service
Your internal customers
How making internal customers happy help you serve
external customers better.
Customer Expectations
Focusing and Prioritizing the Top Expectations of Customers
Creating a Service Mission Statement to stay Focused
Service is about delight, not just satisfaction
Meeting customer satisfaction ‑ or exceeding them. The four types of customer service you are offering. How your attitude and policies of your company affect the type of service you offer customers.
Why quality service is important
Discussing why the world is truly a global village, and what happens
in one industry will definitely affect another industry
Why today’s customers are smarter, better informed, and more vocal.
The cycle of service
The moment a customer decides to buy from your company to the moment he or she actually walks out with your product/service is a cycle of service. A cycle of service includes many contacts with a number of company employees, and each contact is a MOT (moment of truth).
Cost of a lost customerCompanies make more money when customers keep coming back for more products/services. To lose a customer is disastrous.
Attitude
Attitude is a Choice that is Controllable
A Formula for Success
Characteristics of the people business. Factors in human relationships relevant to good customer service.
Having Influence in the Organization
Understanding the Two Levels of Customer Service
Documenting Customer Concerns
The MOT (moment of truth) in customer service
That psychological moment that helps your customer decide whether or not to come back to your company for more products/services.
Personality Styles
Understanding Styles
Typing Ourselves and Others
Applying to Customer Relations and Team Building
Listening Skills
Three Styles of Listening
Removing Obstacles to Listening
Practicing Proactive Listening Habits
Handling Customers With Listening Problems
Telephone Techniques
Standing Out From the Competition
Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail
DURATION
2 days facilitation
AREAS COVERED
