Details
RATIONALE:
Customer Service Excellence is the key to maintaining the competitive edge. Customer relations is an important responsibility of every member in a sales or service organization, particularly the frontliners. Whether a customer continues to patronize one’s products or services and/or do business with a particular organization depends on how he or she is treated and made to feel when in contact with the people who represent the organization.
Customer Service Excellence provides a valuable training program for frontliners and those who get in contact with customers either in person or thru the telephone. It is also equally important for back-of-the-house or support groups to go thru the same program so that the entire organization becomes customer-focused, rather than function-oriented.
OBJECTIVES:
As a result of participation and application of learnings, customer service operation will be able to:
WHAT PARTICIPANTS WILL LEARN:
WHAT BENEFITS WILL SPONSOR COMPANY GAIN IF PARTICIPANTS APPLY THEIR LEARNINGS:
METHODOLOGY:
Emphasis on role-playing, short lectures, self-assessment, group discussions, individual and group activities, self-reflection and sharing, video taping (optional and at expense of client) and action planning.
PROGRAM DURATION:
3 days or equivalent to 24 hours.
Customer Service Excellence is the key to maintaining the competitive edge. Customer relations is an important responsibility of every member in a sales or service organization, particularly the frontliners. Whether a customer continues to patronize one’s products or services and/or do business with a particular organization depends on how he or she is treated and made to feel when in contact with the people who represent the organization.
Customer Service Excellence provides a valuable training program for frontliners and those who get in contact with customers either in person or thru the telephone. It is also equally important for back-of-the-house or support groups to go thru the same program so that the entire organization becomes customer-focused, rather than function-oriented.
OBJECTIVES:
As a result of participation and application of learnings, customer service operation will be able to:
- Identify specific applications of customer service practices in themselves, their work unit/section/department and their external customers
- Apply the four steps to provide excellent customer service
- Gain skills in identifying the four basic needs of customers
- Handle complaints using the six-step approach
- Contribute to repeat business by following a four-step principle
- Create together with teammates a Team Vision that will impact bottom-line company objective
- Frame a customer service philosophy that will guide daily operation in their organization.
WHAT PARTICIPANTS WILL LEARN:
- Building High Emotional Quotient (EQ)
- Four Competencies of EQ
- Effects of EQ on Customer Service Skills - Assessing Service Successes and Service Failures
- Personal Dimension - Procedural Dimension
- Four steps to Excellent Customer Service
- Improving Self-image
- Identifying Customer Needs
- Back-up Responsibilities
- Handling Customer Complaints - Four step Principle to Get Repeat Business
- Action Planning
- Team Vision
- Excellent Customer Service Philosophy
WHAT BENEFITS WILL SPONSOR COMPANY GAIN IF PARTICIPANTS APPLY THEIR LEARNINGS:
- Having employees who will utilize customer service strategy as a marketing tool to win, retain and increase satisfied customers
- Higher bars of performance
- Shortened work processes
- Effective work units
- Employees that are motivated to advocate company standards
- Improved profitability
METHODOLOGY:
Emphasis on role-playing, short lectures, self-assessment, group discussions, individual and group activities, self-reflection and sharing, video taping (optional and at expense of client) and action planning.
PROGRAM DURATION:
3 days or equivalent to 24 hours.
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OUR MISSION
We are a spiritually-directed team of organizational and human resources development professionals and career development experts who are anchored on Christian values. We deliver to our clients learning programs and tools, and consulting and coaching services which facilitate personal growth and organizational productivity.
All these we do for the glory and honor of God from whom all blessings flow.
CORE VALUES
We have a stake in the development of people and organizations. Our core values bridge our aspirations with reality in the form of our service to God, our country, our client organizations and their employees.
CUSTOMER SERVICE
The satisfaction of our customers, exceeding their expectations and delighting them, become the yardstick by which we measure and evaluate the quality of our training programs, and of our consulting, counseling and coaching services.
EXCELLENCE
We continuously seek to improve our training programs and services because we are never satisfied with what we do in the present. To us, there is always a better way.
PROFESSIONALISM
We recognize that we cannot give what we do not have. So we constantly seek to enhance our personal, professional and spiritual growth and career development. Only then can we put meaning and infuse the proper attitudes and Christian values into our work and dealings with our customers. ...
We are a spiritually-directed team of organizational and human resources development professionals and career development experts who are anchored on Christian values. We deliver to our clients learning programs and tools, and consulting and coaching services which facilitate personal growth and organizational productivity.
All these we do for the glory and honor of God from whom all blessings flow.
CORE VALUES
We have a stake in the development of people and organizations. Our core values bridge our aspirations with reality in the form of our service to God, our country, our client organizations and their employees.
CUSTOMER SERVICE
The satisfaction of our customers, exceeding their expectations and delighting them, become the yardstick by which we measure and evaluate the quality of our training programs, and of our consulting, counseling and coaching services.
EXCELLENCE
We continuously seek to improve our training programs and services because we are never satisfied with what we do in the present. To us, there is always a better way.
PROFESSIONALISM
We recognize that we cannot give what we do not have. So we constantly seek to enhance our personal, professional and spiritual growth and career development. Only then can we put meaning and infuse the proper attitudes and Christian values into our work and dealings with our customers. ...
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