Updated on: 08 Sep 2017

Customer Service Excellence – Delivering the Customer Experience - Expired

Course type: Workshops & Seminars
Category: Communications & Interpersonal Skills
Registration closing date: 07/09/2017
Educator: STJobs
Fees: SGD 450.00 Regular Price
SGD 350.00 Early Bird Price ends 12 Sep
Duration: 1 day (8 hours)
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Course Description

Introduction

All of us serve customers, whether we realize it or not. Whether we are at the frontline of a company serving the people who buy our products and services. Or a HR personnel looking after the welfare of employees and keeping the company’s operations running smoothly. Or perhaps you are a company owner, serving your staffs and customers and ensuring that they get the best service

This training workshop will look at all aspects of customers and their behaviors and how we can serve them better while improving our attitude in the process.  Service from the Heart comes with a price. It’s the pleasure of sacrifice that binds all together! Managers, Supervisors and Employees as one united people coming together and going the extra mile to serve customers and bringing out the best in others by leading with example.

Course Highlights

1. Highlight the importance of service standards and their impact on customer service

2. Using Lumina Spark technique, a profiling tool, to improve communication with your customers

3. Explain service language and its importance in communicating with your customers

4. Preparing your customer service group to handle demanding customers in difficult situations

5. Aligning behaviors in your organization’s aspect of customer service representation

6. Suggestions to measure service levels and make it better

Course Overview

What is good customer service? 

How can it progress from good to great? 

What are the pitfalls that many people experience when trying to deliver good customer service? 

Does attitude count? 

What is the best way to handle difficult customers? 

What techniques can be used to reduce customer-service stress?

Find out the answers in this highly packed and interactive training workshop! Participants will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers and more…

Who should Attend

Customer Service Managers, Supervisors and Employees

Other information

Program Objectives and Outcomes

At the end of the workshop, participants will be able to:

1. Describe what exceptional customer service is

2. Identify the benefits of great customer service

3. Using the Lumina Spark Profiling Tool to communicate better with your customers

4. Recognizing barriers to the delivery of outstanding customer service

5. Adapt to specific customer behavioral style

6. Demonstrate how to measure customer satisfaction levels and take corrective actions if needed

7. Use emotional competence in dealing with angry customers

8. Develop organizational and personal plans to improve customer service levels

1 Day Training Workshop Outline 

Module One: Getting Started

  • Icebreaker Time (Games, Quizzes and Interaction with and between the participants)
  • Housekeeping (Workshop Administration and Instructions)
  • Workshop Objectives (Why are we here and what can we learn from this training?)

Module Two: Who We Are and What We Do

  • Who Are Our Customers? Identify Them (External Customers / Stakeholders / Management/Suppliers)
  • Our Organization’s Vision, Mission and Core Values
  • Why (The Big Why) should we care about Customer Service?
  • Building a Service Culture: Are we on the right track in this New Economy?

Module Three: Establishing Your Attitude

  • Appearance Counts! My First Impression and My Service Attitude
  • The Power of a Gestures, Facial Expressions and Body Language
  • The Power of the 3Ps in Service Culture- Passion, Pro activeness and Positivity
  • The Power of the 3As in Service Culture- Attributes, Aptitudes and Attitudes
  • Staying Focused and Cultivate Customer Centric Circles

Module Four: Identifying and Addressing Needs

  • Understanding the Customer's Problem/Issues from the Heart
  • Staying Outside the Box to Connect with your customers
  • Cultivate Customer Oriented Needs and Analysis
  • Techniques to Overcome Barriers to Effective Communication

Module Five: Generating Goodwill between Clients and Suppliers

  • Good System of Follow up-Cultivate the Habit
  • Service Recovery-Turning Complaints into your favour
  • Turning Difficult Customers Around and Make Them Happy

Module Six: Creating a “Wow” Service Environment

  • Going the Extra Mile to Serve
  • Communication Etiquette and Mannerisms to cultivate exceptional service
  • Establishing Customer’s trust and confidence with a “wow” service

Module Seven: Service Recovery

  • De-Escalating Anger to Recover and Prompt Response
  • Establishing Common Ground and analyze root causes and problems
  • Setting Your Limits and Communicating with Good Emotions
  • Manage and Lead the Customer in Service Recovery 

Module Eight: Ten Things You Can Do To “WOW” Every Time

  • Ten Tips to provide World Class Service 
  • 4 Types of Behavioral Traits to demonstrate to your customers

Pre-Requisites

Refreshments

2 Tea breaks and Lunch will be provided.

Certification

A Certificate of Participation will be issued at the end of the workshop. 

Contact Us

Trainer

Jeffrey Williams

Jeffrey Williams

Trainer Description:

Jeffrey Williams is a Trainer and an Education Success Coach. He has been a public speaker and a trainer for the past 15 years

Currently doing training for corporations, Jeffrey’s achievements and references include conducting various training programmes for management staffs and employees of organizations including MCYS, Singapore Power and NACLI (National Institute of Community Leadership) and students of Temasek Polytechnic, Singapore Polytechnic and Nanyang Polytechnic. Jeffrey also conducted a workshop on Acquiring Effective Communication Skills to officers and men of the Singapore Armed Forces Military Medicine Institute, National Environment Agency and Inland Revenue Authority of Singapore

Some other prominent trainings include customer service relationship management training, mastering negotiation skills for success at the workplace and a highly-recommended training programme on emotional intelligence for leaders and middle management which was conducted for various organizations and schools. He was invited by the University of Economics in Ho Chi Minh City, Vietnam, to give a talk on iLEAD – A program on public speaking, presentation and leadership skills to the management team of various organizations at a public seminar in Ho Chi Minh City

Other overseas training assignments included trainings in Vietnam, Malaysia and Indonesia to organizations’ CEOs and Managing Directors on Strategic Leadership Management, Customer Relationship Management and Mastering Effective People Skills for Organizational Excellence

Last year, Jeffrey conducted trainings for Singapore Armed Forces, NHST Asia Media, Singapore General Hospital and Healthway Medical Group. The training was focused on customer relationship management, mastering effective people skills and business and oral presentation skills. Participants enjoyed and benefitted from the training and Jeffrey is currently doing a personal coaching for these participants.

Previously, he has been in sales and marketing for about 12 years involving business deals and assisting the marketing team in road shows and advertisements. With the years of experience in both the sales and marketing arenas, he has now ventured out into training and consultancy to train and consult sales and marketing personnel on the tips and techniques of closing every sale and making every client feel important. Jeffrey was also invited as a guest speaker on 2 occasions last year by 93.8 Live Radio which focused on People Skills and Entrepreneurship.

Armed with professional training qualifications including the Advanced Certificate in Training and Assessment (ACTA) and a wealth of training experience both in the corporate world and across various industries locally and overseas, his motivation is to: Make a difference in the lives of people I meet and train.

          

Updated on: 08 Sep 2017
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