Superior Customer Service Workshop
"Business is very much like tennis. Those who don't serve well end up losing."
It's a dog eat dog world out there with various developers going after the same customers. Eventually and over time, products and services will increasingly be similar. This "me too" mentality among organizations highlight the need to set one's self apart via a reliable and fail-safe method: BETTER CUSTOMER SERVICE.
Given changing customer expectations, doing a good job is no longer good enough to separate one from the pack. The prize will go to those who create new frontiers. The edge is customer service superiority; service that DELIGHTS.
But this doesn't happen by accident. It requires knowledge, commitment and effort; a willingness to accept that the customer is the most important person in any organization. We should establish ourselves and our organizations to be reliable both internally and externally. We then project that image to our customers, our competitors, our communities, and to the public at large.
Objectives:
By the end of the workshop, the participants will be able to deal more effectively and more confidently with customers (both internal and external) in a variety of transactions.
Specifically, participants will be able to appreciate the importance of providing value- added service to customers, clarify their role as service front-liners and their impact on customers. Improve interpersonal skills in face-to-face and over-the phone transactions, and deal more effectively with difficult customer requests and complaints. A special section deals on service recovery: how to turn an unpleasant customer experience to a posiitve one.
Method:
Lecture-discussions, individual exercises, small group activities, practice sessions, role-plays and feedback.
Outline:
- Introduction
- The Lifetime Value of a Customer
- Challenges in Customer Management and Why it Pays to Please
- Keys of Customer Service
- A Customer's Basic Needs
- Loyalty Drivers and Value-Added Services
- Working Styles Theory – how to identify and deal with different types of customers
- Telephone and Internet-based Transactions
- Satisfying the Needs – Customer Service Do's and Don'ts
- When you have to say "NO" to customer requests
- Handling Difficult Situations and Irate Customers
- Program Wrap-up and Closing
- Invoices will be sent to the registered email address.
- Full payment is required a week before or at least five working days before the training schedule. Please send your proof of payment to trainings@eccp.com and/or gazzlemae.gatlabayan@eccp.com.
- No shows and late cancellations will be billed at full cost. Cancellations should be made a week before or at least five working days before the event. Replacement is encouraged.
- The ECCP reserves the right to reschedule or cancel this training program. To those attendees who will be arranging travel logistics (flights and hotel), please email us first to confirm if the event is pushing through.
For registration inquiries, please contact Sam Aguirre at sam.aguirre@eccp.com.
