CUSTOMER SERVICE EXCELLENCE TRAINING

Duration: 2 Days

OVERVIEW

AUDIENCE:

Open to all people who want to improve their customer service skill

METHODOLOGY:

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise.

COURSE OBJECTIVES:

After attended this course you will be able to:-

• To deal appropriately with customer
• To be engaged with different customers
• To be perceived positively
• To create rapport using effective communication
• To identify and manage difficult customers

Module 1 – Understanding Customer Service

As providers of products and services, we rely on our customers, without whom, we perish. The adage “the Customer is King” remains true.

With increasing competition, it is imperative that continuous improvement is a basic need.

Module 2 – Customer Service Formula

This formula of 3Is, when applied ensures we are able to provide holistic Customer Service, each and every time. The 3Is are:
• Information
• Interaction
• Impact

We must make sure we are equipped with all necessary INFORMATION:
• Product knowledge
• Customer Behaviour
• My Behaviour

Module 3 – Customer Behaviour

There are four identified Customer Behaviours which are as follows:

1. Complex
2. Dissonance-Reducing
3. Habitual
4. Variety-Seeking

When we understand how they behave, we maybe able to identify their purchase path – this intel can help us know how to gently nudge the customer into the buying phase of the purchase path.

Module 4 – Effective Communication with NLP

The second I is INTERACTION ie, communication, is a complex dynamics of the people we serve, the products and services we provide and the way we engage with them. The application of VAKOG principles will prove useful.

Some skills necessary in ensuring we convey the knowledge on our products and services effectively to our customers are:

• Tone
• Volume
• Pace and Pause
• Compartmentalisation
• Proximity

The most important element is patience because communication is the dynamics of complex components.

Module 5 – Levels of Customer Service and their Impact [the third I]

Ron Kaufmann, many years ago, identified the different levels of customer experience. We strive to provide the highest level, whenever possible.The perception and expectation of the public from our establishment is definitely a stress point.

Module 6 – Handling On-line Transactions

These include live chats, on-line responses etc, appropriate templates will be provided to accommodate these needs

Module 7 – Handling Phone Calls

The PPP formula is applied, ensuring that all calls are personalized, promptly responded and politely dealt with. It is also important to know when and how to escalate calls.

Module 8 – Dealing with Difficult Customers

It is natural that there will be Difficult Customers. We need to know how to identify and deal with them. The acronym, LAST is useful:

• • Listen
  • Apologise
  • Provide Solution
  • Thank the Customer