Achieving Excellence In Customer Service

Duration: 2 Days

Time: 9:00am to 5:00pm

Introduction

Excellence in an organization is usually measured by one thing - customer service. At the age of technological advances and globalization, customer service is of the essence that shapes the image of an organization. In this workshop, participants will go through a journey that will shape them in becoming an excellence employee in servicing their client. Mixing in fun and activities, participants will discover and practice all the tools that suit them in customer services’ industry.

Learning Outcomes / Benefits

At the end of this session, the participants should be able to:

• Knowing the history of Customer Service
• Understand and know how to handle a difficult customer in the right way
• Learning how to communicate effectively with client (internal and external)

Key Content

Module 1: The Birth Of Customer Service

The need to handle the right mind-set and attitude is tackle in the 1st module. The participants will enjoy the journey through the history and the evolution of Customer Service in the modern times.

• Brief History of Customer Service
• Evolution of Customer Service in Economy Waves
• The “Mamak” Theory vs. “Starbucks” Theory

Module 2: The Different Types Of Customer Service

Knowing how to fit the right approach is important according to the industries. The knowledge to adjust and suit the industry is vital to achieve excellence Customer Service.

• Ron Kaufman’s 5 Levels of Service Experience
• Industrial Standards in Customer Experience
• Typical vs. Exclusive in Servicing Customer

Module 3: Management Of The Different Types Of Customers

Conflict management 101 will be looked into here. You should be able to manage conflicts and difficult customers in order to always deliver the right experience.

• Conflict Management 101
• DiSC Profiling in Customer Types Management
• Managing and Handling Types of Customer
• Being Empathetic to Customers

Module 4: Communicate Effectively In Customer Service

By learning on how to communicate effectively, it elevates your personality in dealing with internal and external customers (of course, your colleagues is also your customer!)

• Communication vs. Effective Communication
• Effective Listening Skills in Handling Customers
• The Art of Non-Verbal
• Giving and Receiving Feedback (internal and external)

Module 5: The Value Of Self & Organization

Whatever that you do, whether servicing customer in front or behind the scene, it all comes back to organization’s core value. This is where you will discover the power of ‘WHY’ everything that you do is matters to the organization.

• Understanding Self-Value and How to Connect with Organization’s Value
• Value Elicitation Cards
• Moving Forward Plan

Methodology

• Interactive
• Dynamic role plays
• Group Activities (70% activities based)
• Business games / simulators