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