Onsite Course Description

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Customer Service Excellence

Length
2 days

Overview

A continuous focus on excellence in all areas helps a company progress and thrive in a competitive environment. One of the key differentiators that marks a company’s success is their focus on customer satisfaction and delight.

This interactive course delves into the process of nurturing the qualities that contribute to service excellence in the company, how to employ key skills like tact and empathy, the importance of continuous improvement in their customer engagement, handling and relationship skills, applying the organization’s core values and brand manifesto objectives in their daily roles and duties and building a service improvement and innovation culture in the company.

The course will align the course participants’ current understanding of company core values, brand manifesto objectives and service excellence, followed by training and facilitation techniques of key service management skills which will end with a commitment to action by the participants.

Training Implementation

  • Lectures and presentation
  • Activity-based learning
  • Case studies
  • Role plays
  • Video playback
  • Discussion and debriefs
  • Action planning

Key Topics

The Magnificent Tower

  • Understand service excellence
  • Learn the meaning of a customer-centric mindset
  • Apply service excellence in company’s context
  • Kicks off with a challenging group activity that engages creativity, teamwork and understanding of what customers want.

Understand Core Values

  • The reason for having core values
  • Core values and brand manifesto in action
  • Identifying own roles and expectations for service excellence
  • A deeper understanding why companies create Core Values and its importance. It will lead into Company’s Core Values and Brand Manifesto, and how to translate them into individual and departmental roles, duties and responsibilities.

The Art of Service Communication

  • Talk to win: use positive service language
  • Appearance, action and perception
    • First impressions: the importance of grooming and etiquette
    • How you say it: body language and paralanguage
  • Effective listening skills
    • Types of listeners
    • Five steps to better listening

    How our spoken and written words, actions, appearance, body language and other mannerisms create a perception in the eyes of others. Learn the right way to use these to create positive impressions.

Develop Relationship Skills

  • The power of empathy, trust, respect and support
  • Using EQ (emotional quotient)
  • Attitude is a choice!
  • Help participants learn more about themselves and how they can enhance relationships and interactions with others using tools from EQ and other techniques. Content will relate to company culture.

Influence and Persuasion Skills

  • Understanding “what’s in it for me?”
  • Winning over people: applying Cialdini’s “Six Principles of Influence”
  • This two-part segment provides an understanding of why it is important to have influencing skills and using a tried and tested approach to gain buy-in and persuade others. Videos will be utilized.

Manage Difficult People and Situations

  • Learn the difference between difficult, unhappy and angry customers
  • Dealing with angry people
  • Handling complaints: three-step method
  • Empathy and tact: tools to overcome common difficulties
  • Resolve conflicts
  • Manage expectations: how to say “no” effectively
  • The segment will provide a look at various types of negative customer emotions and ways to deal with them, keeping in mind the company’s own interests and objectives. It will provide steps in dealing with complaints and conflict and how to respond to demanding customers in a more positive way. It will include videos, role-play and group sharing.

Keep SCORE: Monitor Performance

  • Set expectations and criteria
  • Check metrics and milestones
  • Ownership of improvement measures
  • Revisit or redo
  • Evaluate and review
  • Demonstrate an effective process to monitor individual and team performance in managing relations and improvements.

Doing GOOD to Go the Extra Mile:

  • Build Goodwill
  • Take Ownership
  • Overcome Issues
  • Be Dependent
  • Going the extra mile in service is more than just an attitude. It sometimes requires thinking a few steps ahead of the customer, aligning expectations and surprising them in creative ways. The segment looks into the key skills needed to become the ‘Extra Miler’ through the practice of doing GOOD.

Creativity and Innovation Skills

  • New ideas: the key to brilliant solutions and opportunities
  • Techniques in creative thinking, ideas-generation skills
  • This is a hands-on, activity-based and fun session to provide participants with a deeper look at the importance of new ideas and solutions to service issues. This segment will teach skills and techniques in creating new ideas that can be turned into solutions or opportunities and how to utilize these skills for continuous service improvements and innovations.

Before it Ends…

  • Key takeaways from the workshop
  • Personal Action Plan
  • The course ends with each learner sharing their key takeaways from the program, how they will put into practice the key parts that relate to them and how the session has assisted them in closing any service excellence gaps.

Training Methodology

Lecture, presentation, facilitation and activity-based learning. The program kicks-off with team activities and flows to the first segment on the importance of the customer-centric and service mindset. All segments will have activities, a short explanation of key concepts followed by debriefs, sharing and discussions, role plays and videos. Finally, we end with an action plan for learners to apply back at the workplace.

Key Topics

The Magnificent Tower

  • Understand service excellence
  • Learn the meaning of a customer-centric mindset
  • Apply service excellence in company’s context
  • Kicks off with a challenging group activity that engages creativity, teamwork and understanding of what customers want.

Understand Core Values

  • The reason for having core values
  • Core values and brand manifesto in action
  • Identifying own roles and expectations for service excellence
  • A deeper understanding why companies create Core Values and its importance. It will lead into Company’s Core Values and Brand Manifesto, and how to translate them into individual and departmental roles, duties and responsibilities.

The Art of Service Communication

  • Talk to win: use positive service language
  • Appearance, action and perception
    • First impressions: the importance of grooming and etiquette
    • How you say it: body language and paralanguage
  • Effective listening skills
    • Types of listeners
    • Five steps to better listening

    How our spoken and written words, actions, appearance, body language and other mannerisms create a perception in the eyes of others. Learn the right way to use these to create positive impressions.

Develop Relationship Skills

  • The power of empathy, trust, respect and support
  • Using EQ (emotional quotient)
  • Attitude is a choice!
  • Help participants learn more about themselves and how they can enhance relationships and interactions with others using tools from EQ and other techniques. Content will relate to company culture.

Influence and Persuasion Skills

  • Understanding “what’s in it for me?”
  • Winning over people: applying Cialdini’s “Six Principles of Influence”
  • This two-part segment provides an understanding of why it is important to have influencing skills and using a tried and tested approach to gain buy-in and persuade others. Videos will be utilized.

Manage Difficult People and Situations

  • Learn the difference between difficult, unhappy and angry customers
  • Dealing with angry people
  • Handling complaints: three-step method
  • Empathy and tact: tools to overcome common difficulties
  • Resolve conflicts
  • Manage expectations: how to say “no” effectively
  • The segment will provide a look at various types of negative customer emotions and ways to deal with them, keeping in mind the company’s own interests and objectives. It will provide steps in dealing with complaints and conflict and how to respond to demanding customers in a more positive way. It will include videos, role-play and group sharing.

Keep SCORE: Monitor Performance

  • Set expectations and criteria
  • Check metrics and milestones
  • Ownership of improvement measures
  • Revisit or redo
  • Evaluate and review
  • Demonstrate an effective process to monitor individual and team performance in managing relations and improvements.

Doing GOOD to Go the Extra Mile:

  • Build Goodwill
  • Take Ownership
  • Overcome Issues
  • Be Dependent
  • Going the extra mile in service is more than just an attitude. It sometimes requires thinking a few steps ahead of the customer, aligning expectations and surprising them in creative ways. The segment looks into the key skills needed to become the ‘Extra Miler’ through the practice of doing GOOD.

Creativity and Innovation Skills

  • New ideas: the key to brilliant solutions and opportunities
  • Techniques in creative thinking, ideas-generation skills
  • This is a hands-on, activity-based and fun session to provide participants with a deeper look at the importance of new ideas and solutions to service issues. This segment will teach skills and techniques in creating new ideas that can be turned into solutions or opportunities and how to utilize these skills for continuous service improvements and innovations.

Before it Ends…

  • Key takeaways from the workshop
  • Personal Action Plan
  • The course ends with each learner sharing their key takeaways from the program, how they will put into practice the key parts that relate to them and how the session has assisted them in closing any service excellence gaps.

Training Methodology

Lecture, presentation, facilitation and activity-based learning. The program kicks-off with team activities and flows to the first segment on the importance of the customer-centric and service mindset. All segments will have activities, a short explanation of key concepts followed by debriefs, sharing and discussions, role plays and videos. Finally, we end with an action plan for learners to apply back at the workplace.

Key Topics

The Magnificent Tower

  • Understand service excellence
  • Learn the meaning of a customer-centric mindset
  • Apply service excellence in company’s context
  • Kicks off with a challenging group activity that engages creativity, teamwork and understanding of what customers want.

Understand Core Values

  • The reason for having core values
  • Core values and brand manifesto in action
  • Identifying own roles and expectations for service excellence
  • A deeper understanding why companies create Core Values and its importance. It will lead into Company’s Core Values and Brand Manifesto, and how to translate them into individual and departmental roles, duties and responsibilities.

The Art of Service Communication

  • Talk to win: use positive service language
  • Appearance, action and perception
    • First impressions: the importance of grooming and etiquette
    • How you say it: body language and paralanguage
  • Effective listening skills
    • Types of listeners
    • Five steps to better listening

    How our spoken and written words, actions, appearance, body language and other mannerisms create a perception in the eyes of others. Learn the right way to use these to create positive impressions.

Develop Relationship Skills

  • The power of empathy, trust, respect and support
  • Using EQ (emotional quotient)
  • Attitude is a choice!
  • Help participants learn more about themselves and how they can enhance relationships and interactions with others using tools from EQ and other techniques. Content will relate to company culture.

Influence and Persuasion Skills

  • Understanding “what’s in it for me?”
  • Winning over people: applying Cialdini’s “Six Principles of Influence”
  • This two-part segment provides an understanding of why it is important to have influencing skills and using a tried and tested approach to gain buy-in and persuade others. Videos will be utilized.

Manage Difficult People and Situations

  • Learn the difference between difficult, unhappy and angry customers
  • Dealing with angry people
  • Handling complaints: three-step method
  • Empathy and tact: tools to overcome common difficulties
  • Resolve conflicts
  • Manage expectations: how to say “no” effectively
  • The segment will provide a look at various types of negative customer emotions and ways to deal with them, keeping in mind the company’s own interests and objectives. It will provide steps in dealing with complaints and conflict and how to respond to demanding customers in a more positive way. It will include videos, role-play and group sharing.

Keep SCORE: Monitor Performance

  • Set expectations and criteria
  • Check metrics and milestones
  • Ownership of improvement measures
  • Revisit or redo
  • Evaluate and review
  • Demonstrate an effective process to monitor individual and team performance in managing relations and improvements.

Doing GOOD to Go the Extra Mile:

  • Build Goodwill
  • Take Ownership
  • Overcome Issues
  • Be Dependent
  • Going the extra mile in service is more than just an attitude. It sometimes requires thinking a few steps ahead of the customer, aligning expectations and surprising them in creative ways. The segment looks into the key skills needed to become the ‘Extra Miler’ through the practice of doing GOOD.

Creativity and Innovation Skills

  • New ideas: the key to brilliant solutions and opportunities
  • Techniques in creative thinking, ideas-generation skills
  • This is a hands-on, activity-based and fun session to provide participants with a deeper look at the importance of new ideas and solutions to service issues. This segment will teach skills and techniques in creating new ideas that can be turned into solutions or opportunities and how to utilize these skills for continuous service improvements and innovations.

Before it Ends…

  • Key takeaways from the workshop
  • Personal Action Plan
  • The course ends with each learner sharing their key takeaways from the program, how they will put into practice the key parts that relate to them and how the session has assisted them in closing any service excellence gaps.

Training Methodology

Lecture, presentation, facilitation and activity-based learning. The program kicks-off with team activities and flows to the first segment on the importance of the customer-centric and service mindset. All segments will have activities, a short explanation of key concepts followed by debriefs, sharing and discussions, role plays and videos. Finally, we end with an action plan for learners to apply back at the workplace.

Key Topics

The Magnificent Tower

  • Understand service excellence
  • Learn the meaning of a customer-centric mindset
  • Apply service excellence in company’s context
  • Kicks off with a challenging group activity that engages creativity, teamwork and understanding of what customers want.

Understand Core Values

  • The reason for having core values
  • Core values and brand manifesto in action
  • Identifying own roles and expectations for service excellence
  • A deeper understanding why companies create Core Values and its importance. It will lead into Company’s Core Values and Brand Manifesto, and how to translate them into individual and departmental roles, duties and responsibilities.

The Art of Service Communication

  • Talk to win: use positive service language
  • Appearance, action and perception
    • First impressions: the importance of grooming and etiquette
    • How you say it: body language and paralanguage
  • Effective listening skills
    • Types of listeners
    • Five steps to better listening

    How our spoken and written words, actions, appearance, body language and other mannerisms create a perception in the eyes of others. Learn the right way to use these to create positive impressions.

Develop Relationship Skills

  • The power of empathy, trust, respect and support
  • Using EQ (emotional quotient)
  • Attitude is a choice!
  • Help participants learn more about themselves and how they can enhance relationships and interactions with others using tools from EQ and other techniques. Content will relate to company culture.

Influence and Persuasion Skills

  • Understanding “what’s in it for me?”
  • Winning over people: applying Cialdini’s “Six Principles of Influence”
  • This two-part segment provides an understanding of why it is important to have influencing skills and using a tried and tested approach to gain buy-in and persuade others. Videos will be utilized.

Manage Difficult People and Situations

  • Learn the difference between difficult, unhappy and angry customers
  • Dealing with angry people
  • Handling complaints: three-step method
  • Empathy and tact: tools to overcome common difficulties
  • Resolve conflicts
  • Manage expectations: how to say “no” effectively
  • The segment will provide a look at various types of negative customer emotions and ways to deal with them, keeping in mind the company’s own interests and objectives. It will provide steps in dealing with complaints and conflict and how to respond to demanding customers in a more positive way. It will include videos, role-play and group sharing.

Keep SCORE: Monitor Performance

  • Set expectations and criteria
  • Check metrics and milestones
  • Ownership of improvement measures
  • Revisit or redo
  • Evaluate and review
  • Demonstrate an effective process to monitor individual and team performance in managing relations and improvements.

Doing GOOD to Go the Extra Mile:

  • Build Goodwill
  • Take Ownership
  • Overcome Issues
  • Be Dependent
  • Going the extra mile in service is more than just an attitude. It sometimes requires thinking a few steps ahead of the customer, aligning expectations and surprising them in creative ways. The segment looks into the key skills needed to become the ‘Extra Miler’ through the practice of doing GOOD.

Creativity and Innovation Skills

  • New ideas: the key to brilliant solutions and opportunities
  • Techniques in creative thinking, ideas-generation skills
  • This is a hands-on, activity-based and fun session to provide participants with a deeper look at the importance of new ideas and solutions to service issues. This segment will teach skills and techniques in creating new ideas that can be turned into solutions or opportunities and how to utilize these skills for continuous service improvements and innovations.

Before it Ends…

  • Key takeaways from the workshop
  • Personal Action Plan
  • The course ends with each learner sharing their key takeaways from the program, how they will put into practice the key parts that relate to them and how the session has assisted them in closing any service excellence gaps.

Training Methodology

Lecture, presentation, facilitation and activity-based learning. The program kicks-off with team activities and flows to the first segment on the importance of the customer-centric and service mindset. All segments will have activities, a short explanation of key concepts followed by debriefs, sharing and discussions, role plays and videos. Finally, we end with an action plan for learners to apply back at the workplace.