Customer Service

To reach excellence in customer service & nothing less…
• Excellence in Customer Service –Basic behavioral
• Excellence in Customer Service – Advanced with a twist

Customer Service Excellence

The overall aim of this training program is to facilitate and enhance the Customer Service Culture, by improving service delivery, mind set as well as customer growth and profitability.
 
Through this program, delegates will experience the power of their beliefs and its effects on developing and promoting internal and external customer service excellence. They will also learn to build a solid bridge between these two, with the willingness and attitudes which will enable them to deliver a level of service which goes beyond expectations.

 

Objectives of the Program

  • To Increase the loyalty of customers to your company and challenge your staff beliefs  and values about customer service
  • To learn about the Middle East and Gulf region, in order to help your company staff connecting and understanding the culture and background of certain customer behaviors they deal with, on a daily basis.
  • To educate executives on  how to go above and beyond the call of duty
  • To positively surprise customers at all levels internal and external
  • To train executives on the importance of caring about customers and being ambassadors of your company by solving problems diligently.
  • To speak professionally over the phone and showcase professional manners and etiquette when dealing with company  callers
  • To deal properly with irate callers and difficult company customers
  • To train company staff on becoming emotionally competent when serving customers
  • To demonstrate to staff how and why they should be proud of working with your company
  • To  train staff on asking questions to understand customer needs, and seize opportunities for serving them through selling and cross selling
  • To train staff on avoiding being considered as paper pushers or  order takers at your company
  • To demonstrate to staff how to avoid the Excusitis syndrome and the habit of passing the buck
  •  To educate staff on how to give the right information to customers and understand the 250 referral rule
  • To train staff on listening well and communicating with care to all customers and prospects
  • To educate and develop employee’s skills on how to advise customers as consultants and take personal responsibility of what they serve and commit on.
  • To engage your company staff  in committing to team work and displaying leadership roles, when serving customers
  • To train staff on how to do the right amount of follow up and to do things right first time
  • To train staff on how to eventually boost up your company’s market share in the ports authority market
  • To ignite staff’s determination for leading customers well and know what to say, when to say it and how to say it
  • To educate staff on the importance of playing complimentary roles to serve customers even better
  • To learn and apply working in a team that serves customers, as its primary goal

 

Program Outline

 

First Activity: Understanding my role in the organization?

  • What is my company vision & mission and long term objectives?
  • How can I contribute to that through my attitude, business etiquette and behaviors when serving customers?
  • What are the attitudes and behaviors that step on and betray my company values, vision and mission in relation to customer matters?

 

Examining the Customer Service Cycle: How can that apply to me in Operations?

  • Welcoming & greeting
  • Identifying needs and how?
  • Presenting the service based on what?
  • Ensuring satisfaction

 

Developing Exceptional External Customer Service

  1. Recognize moments of truth: Activity related to my company  customer journey
  2. Examine internal and external customers-Example on how to do the right things right, first time at my company?
  3. Examine how to anticipate problems proactively and correct problems before they multiply- Activity related to how can that be applied at my company operations?
  4. Examine customer complaints and how to handle them (role plays)
  5. Examine the questioning techniques- Practice exercise
  6. Examine the 4 interaction styles when dealing with customers (own company reflection exercise)
  7. Examine the things that are under our control and beyond our control- React emotionally or respond with emotional intelligence?
  8. Examine the 3 dimensions of excellence in customer service- (product, delivery and mindset)- Video projection , discussions and examples from own company operations
  9. Understanding 24 different types of customers and how to deal with them (card game exercise)
  10. Manage customer expectations effortlessly- Story and video projection- How can I apply that at my company?
  11. Apply incredible service failure recovery approach to regain customer loyalty- Story and video projection- How can I apply that at my company?
  12. How to change my mindset when it comes to serving customers at my company?
  • Importance of beliefs and attitudes- Nails exercise and challenge
  • Taking personal responsibility- Story and debrief with own company example
  • Seeing the world from the customer’s point of view (internally: customer care, commercial and trade enablers) & externally: the customer- Story and debrief

 

The Four Different Personalities/Energies of Customers and How to Understand Them

  • The four colors of the personality revealer
  • The Red, Blue, Yellow and Green temperaments
  • Manifestations on a good day and on a bad day
  • Verbal cues and body language of each
  • Perception and personalities
  • Assessment exercise and cards game

 

Creating a Shared Mental Model (All think as one)-Video projection to highlight concepts like

  1. Daring to lose to win
  2. Conquering Fear of failure
  3. Cultural architects

 

  • Examine the 7Cs of teambuilding and how to work with that team to encourage them deliver to clients as per their needs.

 

  • The 12 pillars of effectively leading an operation team-Assessment exercise to current team deficiencies and strength and how to address them properly

 

  • The Belbin Roles and Our Role Importance in serving customers- Assessment exercise

 

Dealing and leading 7 Different Difficult Types of Customers

  • A card sorting game and how to deal with each type (exercise)

 

  • Definition of Effective Communication
  • Elements of communication
  • Importance of feedback
  • Application simulation
  • Various communication types
  • Barriers to communication at work (group exercise)
  • Several communication simulations
  • Movie projection and comments 

 

  • How to stay positive with our communication through
  • Choice of words
  • Tone of voice
  • Body language

 

  • How to Build Rapport in communication through
  • Body language (several simulations to be included)
  • Body language cards game

 

  • Active Listening
  • Why active listening?
  • How to listen actively
  • Reflection in teams-(exercise)

 

  • Assertiveness
  • Definition of Aggressiveness
  • Definition of Assertiveness
  • Definition of Passiveness
  • Simulation exercise 1
  • Simulation exercise 2
  • Assertiveness, Aggressiveness and Passiveness in oral, written and gestures communication

 

 

 

 

 

 

 

 

 

 

 

 

 

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