Objectives:
- Instill an empathy-driven Customer Service Excellence mindset and behavior
- Build a strong and accountable team committed to delivering consistent, competent service to clients (Commitment & Competency)
- Prioritize tasks to be effective and responsive at work (Efficiency)
Duration: 1d
Target Audience: Frontliners, Executives & AM
Training Methodology:
Theory with discussions and presentations, audio-visual aids, experiential activities
Outline:
Module 1: Building a Customer-focused Culture
- Service from the Mind & Heart
- Mindset, Skillset & Toolset
Module 2: 5 Elements of Customer Service
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
Module 3: The Golden Rule vs. The Platinum Rule
Briefly the 4 key personality types
- Keys to inspire and motivate employees & colleagues
- Ways to communicate and connect with customers
Module 4: Becoming the Trusted Advisor
- Build Rapport
- Ask the Right Questions
- Listening Skills
- Use Appropriate Language
- Educate and Advice
5: Developing Service Driven Teams
- Mentoring & Coaching
- How to give
effective
Activity: Broken Squares, Paper Planes
Module 6: 4-Step to Delivering Exceptional “Client Experience”
Plan:
- Identify Perception Points
- Create “Wow” factors
Do:
- Consistency
- Policies & Procedures
Check:
- Managing Customer Feedback
- Handling complaints
Act:
- Continuous Improvement
Module 7: Fine-tuning (Internal) Customer Service
- On-the-Phone
- Emails
- On-site Visits
- Focus Groups
Bonus Module:
Strategies to Generate More Revenue
- Finding Prospects
- Increasing Conversion Rate
- Frequency of Sale
- Average Dollar Sale
- Margin
Action Plan
Actual workable plan for immediate implementation
Evaluation
- End of Program