Description

Learning Objectives:

At the end of the program, participants must be able to:

1. identify customer expectations (external and internal customers) and prepare action plans to address them;

2. identify positive attitude work in general and towards customers and customer servicing;

3. practice habits for boosting self-esteem amidst a stressful work environment;

4. build awareness of the importance of excellent customer service – to customers, the organization and the customer

contact person;

5. build SKILLS and confidence TO MEET and, whenever possible, EXCEED customers’ personal needs and their

practical needs;

6. create understanding that excellent customer service requires thorough PREPARATION, effective customer

INTERACTION, and timely FOLLOW-THROUGH activities;

7. build SKILLS to better handle difficult, unexpected, or challenging customer situations;

8. better understand and appreciate the critical role Leaders play in developing and maintaining Service Excellence

skills;

9. learn how and when to “LEAD BY EXAMPLE” through modeling Service Excellence skills;

10. develop an action plan for encouraging and supporting the staff before, during and after they participate in Service

Excellence training;

11. recognize the importance of encouraging and involving your people in constantly improving customer service;

12. learn how you can support the personal and organizational initiatives of your people;

 

Program Structure and Outline:

Module # 1: LAYING THE FOUNDATIONS

– Why are we here?

– Orientation and Briefing – Program Overview and House Rules

– All About “Brands”: “Are You Brand Conscious?”

Module # 2:THE SERVICE CHALLENGE

– The Power of Service

– Identifying All Our Customers (External and Internal)

– Value of The Customer

– Worst Customer Service Experience

– YOU Can Make the Difference

Module # 3: FEEL GOOD ABOUT YOURSELF FIRST, THEN MAKE OTHERS FEEL GOOD

– Why We Often Don’t “Feel Good”

– Boost Your Self-Worth and Self-Esteem!

– You Choose Your Own Attitude

– One’s Circle of Concern and Circle of Influence

– What Feel Good Really Means: Competence and Confidence

– Why Do Customers Quit?

– Customer Service = Making Customers Feel Good

– Attitude IS the Key!

– The Two Faces of Attitude

Module # 4: BECOMING HIGH IMPACT COMMUNICATORS

– The Communication Function in Customer Servicing

– The Three Elements of Communication

– The Power of Body Language!

– Four Types of Negative Communication

– Different Kinds of “Fight Starters”

– Using Positive Communication Scripts

Module # 5: INTERACTION KEYS TO SERVICE

– The KEYS to Service

– Key Principles in Action

– Feedback: What and Why

– Key Principles Skill Building

Module # 6: INTERACTION STEPS TO SERVICE

– The Service Steps & Checks

– Service Steps in Action

– Key Principles Skill Building

– What Would You Say?

Module # 7: EVERYDAY SERVICE EXCELLENCE

– Balance of Service & The Grid

– Skill Building Practice

Module # 8: IRATE CUSTOMERS: EXTRAORDINARY SERVICE OPPORTUNITIES

– The Service Opportunities Chart

– Handling Complaints using H. E. A. T.

– The Power of Apologies

– H.E.A.T. with a “Talker”

– H.E.A.T. with a “Walker”

– Skill Building Practice

Module # 9: REINFORCING

– Show You Notice

– Use Praise

– Reinforcing Tips

– EXERCISES on Reinforcing: Part 1

– EXERCISES on Reinforcing: Part 2

– Support Strategies

Module # 10: SERVICE INITIATIVES

– Identifying Sources of Ideas

– Generating Ideas

– Selecting Improvement Opportunities

– Determining the Impact

– Planning the Implementation

Resource Speaker:

Mr. Joselito G. Nera

Managing Director Shine JGNera Training Consultant

Schedule: 

April 4, 2024

Thursday 9:00 AM – 5:00 PM

Training Fee per Participant:

Member Institution – P 2,800.00

Non-Member Institution – P 3,920.00

**VAT inclusive