Training course:
Beyond Customer Service
ماليزيا من 17الى 22/7/2010
تركيا للفترة مابين 4 الى 8/7/2010
الاردن من 13الى 17/6/2010
Introduction
The primary purpose of any business is to create and keep customers. Customer acquisition and retention evolve far beyond service – in fact, customer “service” has reached commodity status. You can get “service” just about anywhere you go. So how do you stand out from the crowd? The people working in a customer service department must have the correct state of mind and the motivation to achieve a satisfactory outcome for the customer as a minimum result.
This seminar will equip participants with the skills knowledge and attitude to become a world-class provide of customer service which will exceed the expectations and delight their customers every time they experience service from them. It will also provide participants with the motivation not only to put the new methods into practice but to sustain them and thrive on the delight from their customers.
Who Should Attend?
This seminar is designed for customer service managers, personnel and agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further. This seminar will also benefit customer service managers or team leaders who are looking to refresh their own skills or enhance those of their team members.
Objectives
By the end of this seminar, delegates will be able to:
· Explain why giving good service is important
· Define what customers are looking for in terms of service provision
· Describe the practices of a world-class customer service provider and model their own performance on those practices
· Assess the current value of your organisation’s “customer experience”
· Identify your internal and external customers and the service levels expected
· Develop interpersonal skills to a higher level
· Describe how to deal effectively with difficult customers
· Explain how to turn complaints into opportunities
· List the ways in which customer service can be measured as an individual and how to score highly on these measures
· Highlight the value of asking for and giving feedback to customers regarding service
· Develop personal methods for handling stressful situations
· Implement personal motivation techniques to create excellent first impressions
Training Methodology
Together with your fellow participants you bring a wide variety of experience and resources to the seminar. The speaker will help you learn for yourself and to assist you as you make sense of new ideas and techniques that you can use at work.
The seminar will use a range of learning styles, but the principal approach that will be taken is experiential learning. We learn things as we try them out, stepping out of the zones that we find comfortable.
You will have the opportunity during the workshop to experiment and try out new skills and understanding, before finally deciding how to apply and integrate the learning into your workplace activities.
Organizational Impact
Organizations, in this day and age, are very similar in terms of their product offerings and pricing structures. Any competitive advantage is short-lived. Therefore, the only differential is the levels of service provided by a particular company. This comes down to one thing – it all comes from PEOPLE. Therefore, the most competitive advantage you have in today’s markets is your customer service people. This seminar will enable you to see the benefits of providing memorable experiences to the customer and how that benefits you, your customers and the organization as a whole.
Personal Impact
Attendance at this seminar will equip you with a new perspective on the search for competitive advantage. It will provide with you with up to date techniques and methods to help you provide and continue providing world-class service. The feedback and motivation you then receive from you customers will motivate you to want to achieve more.
Competencies Emphasized
- Develop techniques for creative thinking in relation to customer service
- Enhance interpersonal skills
- How to create loyal customers from difficult and stressful situations
- Model themselves on those who do it well
Outline
The benefits of excellent customer service
· Customer Service Principles, Evolution and Purpose
· The benefits of excellent customer service
· Customer psychology: what are your customer's expectations?
· Serving the internal customer
· World-class service – a modeling exercise
· Creating ‘magical’ experiences for your customers
· What do the customers see
Enhancing your interpersonal skills
· People like people like themselves – how to be liked by the customer
· Four customer personality types
· Listeners are said to be the best communicators – how to perfect your listening skills
· Questions, questions, questions – if you don’t ask, you won’t find out
· What am I saying when I am not speaking – how to read body language signals
· The do and don’ts of communicating effectively
· How well does your organization/department communicate the customer service message to your colleagues
How to turn difficult situations into opportunities
· Why do customers complain?
· Why should we encourage complaints?
· The Customer Loyalty Chain
· Customer behavioral types and how to deal with them
· Understanding and managing emotions
· Creative thinking to go that ‘extra mile’
Measuring and monitoring individual customer service
· Encouraging feedback from customers
· Encouraging feedback from colleagues
· Measuring your customer service
· Observation and monitoring
· Coaching and mentoring
· Empowerment and Customer Service
Getting the right customer service attitude
· Saying ‘no’ professionally
· Avoid taking things personally
· Customer service values and guiding principles, vision and mission
· Practical case studies: the 5 things customer-first organizations always do
· Measuring performance
· Action planning and job tools included
Fees:
· (3000 US$) including training material, bags, certificate, and breaks.
Registration :
# Dr.Mohad Abu Mahmoud 00962795164831 or 00962785740730
# mohammad@ir-jo.com
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