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Customer Service Excellence - Delivering the Customer Experience

All of us serve customers, whether we realize it or not. Whether we are at the frontline of a company or serving the people who buy our products and services. Perhaps you are an accountant serving the employees distributing their salaries and keeping the company's operations functioning 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 service 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.

Objective

The objective of the training workshop is to enable participants to:

• Understand the importance of service standards and their impact on customer service
• Embrace service culture and its importance in communicating with your customers with the right attitude
• To prepare your customer service group to handle demanding customers in difficult and stressful situations
• Align behaviors in your organization's aspect of customer service representation
• To be self-aware and to measure service levels and make it memorable

Outline

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?

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

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

Generating Goodwill with our customers

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

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

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

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
• How to Make your customers happy and returning back to you again and again

Who should attend

Business Owners, Entrepreneurs, Customer Service Officers, Frontline Staffs, Sales Managers and Executives and anyone who is keen to know good customer service practices

Methodology

1. Think, Pair and Share with Group Discussions for Experiential Learning
2. Role Plays by the Participants
3. Demonstration on Good Customer Service practices
4. Video Demonstration
5. Reflections facilitated by the Trainer. Open questions for discussion on how to Up our Service to the Next Level
6. Feedback and Recommendations for both the participants and the Trainer on the next step forward

Profile of Jeffrey Williams

Jeffrey Williams is a Certificated Trainer and an Education Success Coach. He has been a public speaker and a trainer for the past 20 years.

Jeffrey's achievements and references include conducting various training programmes for management staffs and employees of organizations including MCYS, Singapore Power, NACLI (National Institute of Community Leadership) and students of Polytechnics. Jeffrey also trained officers and men of the Singapore Armed Forces Military Medicine Institute, National Environment Agency and Inland Revenue Authority of Singapore, Singapore Armed Forces, NHST Asia Media, Singapore General Hospital and Healthway Medical Group, etc.

Jeffrey's forte is in customer service relationship management, Mastering Effective People Skills, negotiation skills, emotional intelligence for leaders and middle management, public speaking, presentation and leadership skills, tips and techniques of closing every sale, etc, Participants enjoyed and benefitted from the training and Jeffrey is currently doing a personal coaching for these participants. Jeffrey was also invited as a guest speaker by 93.8 Live Radio which focused on People Skills and Entrepreneurship. Jeffrey has regular oversea's training assignment including Vietnam, Malaysia and Indonesia.

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