SS150: Advanced Customer Services Oriented and Workshop Facilitation

Transcription

1 SS150: Advanced Customer Services Oriented and Workshop Facilitation SS150 Rev.001 CMCT COURSE OUTLINE Page 1 of 6

2 Training Description: In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction. In this programme, you will: Learn about Customer Service and Quality Management Tools Learn how to improve Customer Satisfaction Improve your people skills Learn how to proactively manage and control expectations After completing the course, delegates will be equipped with the tools, models, skills and confidence to improve and enhance current practices, develop new processes and monitor their success. This course will help delegates become customer service champions and equip them with the appropriate confidence, skills and tools to turn any department into a world class service provider and the envy of all other internal customers. It will also equip participants with the skills knowledge and attitude to become a world-class provider 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. Training Objective: By the end of the training, participants will be able to: Explain why giving good service is important Define what customers are looking for in terms of service provision Describe how to use Quality Management tools and methods Build strong customer relationships Help influence and set customer expectations Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer Implement improved people skills to enhance customer service Improve service to internal customers as well as external customers Use skills to build effective relationships 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 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 SS150 Rev.001 CMCT COURSE OUTLINE Page 2 of 6

3 Develop personal methods for handling stressful situations Implement personal motivation techniques to create excellent first impressions Training Designed for: This course is suitable for many professionals but will greatly benefit: All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills Experienced customer service givers who wish to upgrade their service skills Training Program: DAY ONE: PRE-TEST The Benefits of Excellent Customer Service Customer Service Principles, Evolution and Purpose The benefits of excellent customer service Customer psychology: what are your customers expectations? Serving the internal customer World-class service a modelling exercise Creating magical experiences for your customers What do the customers see? DAY TWO: People Skills to Deliver Excellent Customer Service Back to basics - communicating with our customers Identify Listening Styles for you and your customer 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 Building Rapport Influencing skills Persuasion techniques Dealing with Difficult Customers Understanding Customer Behaviours Understanding where Anger comes from Developing Emotional Intelligence SS150 Rev.001 CMCT COURSE OUTLINE Page 3 of 6

4 How well does your organisation/department communicate the customer service message to your colleagues Introducing Quality Management and Customer Services Introduction to Quality Management The history of Quality in business Basic Quality concepts What is it that Customers want How can we calculate the total cost of Quality Customer satisfaction is a perception and can be managed Setting customer expectations Changing internal perceptions Getting closer to customers Understanding customer needs and expectations Commitment starts at the top of the organisation DAY THREE: Service Quality - Tools and Techniques Five steps to Effective Quality Management Beginning with measurement Then we need methods of Control Continuous Improvement Service Quality Tools and Techniques Questionnaires Pareto Analysis Nominal Group Technique Cause and Effect Analysis Solution Effect Analysis Selection Grid How to turn difficult situations into opportunities Why do customers complain? Why should we encourage complaints? The Customer Loyalty Chain Customer behavioural types and how to deal with them Understanding and managing emotions Creative thinking to go that extra mile DAY FOUR: 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 organisations always do Measuring performance Action planning and job tools included SS150 Rev.001 CMCT COURSE OUTLINE Page 4 of 6

5 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 DAY FIVE: Managing Customer Expectations Exceeding customer expectations every time Determining how to exceed expectations It s the little things that matter - increased satisfaction at minimal cost Asking for feedback on performance Ongoing evaluation of effectiveness to ensure satisfaction Maximise the value you deliver Understanding different customer styles Making it happen A look at Quality Management Systems ISO, Balanced Scorecard, Six Sigma Producing a Plan of Action Improving customer Satisfaction in 5 quick steps Course Conclusion POST-TEST and EVALUATION Training Requirement: Hand s on practical sessions, equipment and software will be applied during the course if required and as per the client s request. Training Methodology: This interactive training course includes the following training methodologies as a percentage of the total tuition hours:- 30% Lectures, Concepts, Role Play 30% Workshops & Work Presentations, Techniques 20% Based on Case Studies & Practical Exercises 20% Videos, Software & General Discussions Pre and Post Test Training Certificate(s): Internationally recognized certificate(s) will be issued to each participant who completed the course. SS150 Rev.001 CMCT COURSE OUTLINE Page 5 of 6

6 Training Fees: As per the course location - This rate includes participant s manual, hand-outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day. Training Timings: Daily Timings: 07:45-08:00 Morning Coffee / Tea 08:00-10:00 First Session 10:00-10:20 Recess (Coffee/Tea/Snacks) 10:20-12:20 Second Session 12:20-13:30 Recess (Prayer Break & Lunch) 13:30-15:00 Last Session For training registrations or in-house enquiries, please contact: Aisha Relativo: aisha@cmc-me.com Tel.: or Mob.: Training & Career Development Department SS150 Rev.001 CMCT COURSE OUTLINE Page 6 of 6