customer
service programs
delighting customers
Introduction
Service breakdowns will always occur, no matter how well you do
your job. this is why teambuilding and customer service work hand
in hand to improve an organisation's service level. The good news
is that service breakdowns are a fantastic opportunity to build
customer loyalty and propel the company forward! This is true
as long as you know how to manage upset customers and how to get
first-hand customer information and use it for improvements in
products and services. Customer service also takes team work to
ensure customers are consistently given a high level of service.
teambuilding elements
can also be incorporated into this program.
learning gains
This seminar enables service interface staff and service supervisors
to better manage themselves and upset customers, take control
of the situation by being assertive as opposed to being passive
/ aggressive and learn from mistakes and breakdowns.
At this seminar, you will learn:
• the hierarchy of customers' expectations and manage the
impact of customers' expectations have on the perceived level
of service
• the benefits of superior service to the service providers
themselves
• to constructively manage upset customers and turn disagreements
and challenges to your advantage
• to avoid recurrence of service breakdowns and enhance
job enjoyment by getting first-hand customer information and using
it for improvements in your products and services
• to apply customer-focused language
• the practical and effective techniques to take control
of and shift emotional states
• to avoid aggressiveness while being assertive
course Outline
Day 1 – Managing Upset Customers
Constructively
• Introduction, The Lights Up and The Boomerang Theories
• Verbal and Non-verbal Communication for Superior Service
• Understanding the Concept of Service
• Superior Service Face-to-face – Video Role Play
and Review
• Managing Upset Customers Constructively
• Turning Difficult Situations Around – Role Play
Day 2 – Learning from Service
Breakdowns
• Recovering From Service Breakdowns
• Learning from Service Breakdowns – The 'HOW'
• Group Simulation and Checklist
• Learning from Service Breakdowns – Role Play
• Creating A Personal Development Plan
Methodology
Courses are highly interactive in nature and use a variety of
activities, games, role-plays, scenarios, case studies, dvd scenes
discussion and reflection to maximize the transfer of learning.
Who Must Attend
Managers and individuals who manage and / or solve customer-related
problems. Any professional or executive who wish to excel in customer
relationship management
duration: 14 hours
*program timing can be
tailored to meet your requirements
featured articles:
the
hawthorne experiments and employee motivation
what
has teamwork got to do with customer service?
understanding
DISC - how does it help me?
team brainstorming
method
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