Customer Service

Programme Overview

SHARPEN YOUR SKILLS

Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation

Testimonial video – Touch n Go Malaysia

According to Dash, the training was fantastic. She had a good time. Even though she has been in the Service industry for 15 years, she felt she still learned new things during this program. To her, the highlight was Shahrukh’s L.I.S.T technique to create a smooth conversation flow with the customer. Hence, enhancing customer convenience in interacting with us.

IMPROVE CUSTOMER EXPERIENCE

Deliver and Manage service better

Understand that good service is good selling

Make them feel comfortable around us, while doing business with us.

ENJOY CUSTOMER LOYALTY

People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.

Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.

This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!

Objectives

• Deliver and Manage service better
• Understand that good service is good selling
• Structure calls and other forms of customer contact more effectively
• Improve questioning and listening skills
• Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions
• Build better relationships with customers using empathy – a customer-centricity tool
• Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
• Write effective and impressive emails
• Enhance Customer Experience

Programme Outline

Content Day 1

• Key elements of a WORLD CLASS Customer Experience excellence
• Attitude
• Skills
• Knowledge
• Behaviour
• Group presentation
• Empathy – Putting Emotional Intelligence to work
• Understanding customer’s perspective, emotions, wants and needs
• Developing your Empathic Customer Experience Statement
• Learning to use empathic dialogue to develop trust
• Exercise
• : Developing empathic statements to use according to actual customer issues
• Rapport Building Communication Flow in complaint situations
• Active Listening
• The L.I.S.T process (Acknowledge, probe, solve)
• Identifying actual customer complaint scenarios

Exercise

• Developing complaint handling dialogue
• Role play
• Professional / Articulate Speaking
• Communicating without body language through phone
• Articulate speaking
• Mastering and Applying Voice Characteristics
• Tone, Pitch, Rate of Speech and Volume
• Trainer demo
• through participant interaction

Content Day 2

• Positive body language in complaint situations
• Conveying non-verbal impressions
• Synchrony vs Dyssemia
• Slide presentation
• – Do’s & don’ts of body language
• Developing a customer-centric service mindset
• Self – diagnosis
• Service Dimensions All Customers Care About

Exercise

• Are we fulfilling those dimensions?

Exercise

• What needs to be done?
• De-fusing angry customers
• During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
• Why do customers get angry?
• Managing / filtering our own emotions
• Managing the customer’s emotions – A structured approach
• Role play
• sessions on real scenarios
• Email Writing Skill & Best Practices
• Group exercise
• – Customizing the trainer’s templates to the client’s business