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Service excellence goes beyond smiling, friendly front liners. It is embedded in the organization’s culture. It stems from how each employee value her contribution to customer happiness regardless of where she is in the organization, whether it be in the front lines or in the back office. Service excellence also shows in how aware employees are of their responsibilities to the customers and how empowered they are to make a difference.
This is the main goal of this workshop; to help employees from allover the organization appreciate their service responsibilities and act on them with customer delight clearly in mind.
Key Learning Points
This two-day workshop is designed to help the participants;
- Paradigm shift to embrace a customer-focused service mindset;
- Appreciate the need to begin service excellence with internal customers in order to deliver excellent service to external customers;
- Emulate the five practices of high performance service professionals;
- Map their internal and external service process to identify moments of truth with customers;
- Establish strategies for ensuring exceptionally positive experience for the customers at each touch point;
- Build the necessary skills for establishing rapport and positive relationship with the customers;
- Manage challenging situations with difficult customers in a highly professional manner and repair relationship with angry customers to rebuild their trust; and
- Start a personal service excellence project to apply what they learned in the workplace.
We use paradigm shifting activities, brainstorming, learning games, role playing and others to make learning highly experiential and evocative. At the end of the workshop the participants will work on a RE-ENTRY ACTION PLAN to ensure that they are able to apply what they learned from the workshop.
A week after the workshop, the facilitators will submit a report detailing to management the highlights of the program, the workshop outputs, (there are a lot of them!) Our observations and recommendations. At ExeQserve, we make sure that we don’t only give your employees training, we offer solutions to help you build a positive service culture!
Course Outline
Module 1: Customer Service Overview
The first step towards having the right service attitude is by stepping into their shoes and understanding their needs. This module will help your employees appreciate their external and internal customers better and how they may be able to serve them better.
Module 2: Establishing Customer Centric Mindsets
Because service is largely a matter of attitude, it is important for your employees to appreciate the kinds of attitude successful service professionals display. Through this module, the participants will be able to embrace those attitudes and apply them using situational role plays and simulations.
Module 3: Proactive Customer Service
As we always say, excellent service goes beyond smiling. Proactive service professionals avoid making excuses by anticipating customer needs and go the extra mile to exceed expectations. In this module we will help your employees map your service process and identify strategies to make your customers’ experience a happy one every step of the way.
Module 4: Managing Relationship with Customers
Customers can forgive some service lapses but not cold and rude service professionals. Here we highlight that importance and teach your employees some skills in establishing rapport, making customers feel valued and ensuring that communications are clear and positive.
Module 5: Customer Service on the Phone
A lot of transactions go through the lines. Opportunities to delight the customers come and go depending on your employees’ ability to maintain warmth and efficiency in handling calls with customers. Here, we will let them practice how to prepare for a call, how to get it right from the beginning of the call, making the call effective and efficient and end the phone conversation with the customer feeling they’ve been helped.
Module 6: Dealing with Difficult Situations
Employees will once in a while deal with difficult situations with customers. Their ability to handle this situation will determine the continuity of your service with your clients. In this module we will help them manage this kind of situation and use a non-defensive tactic for managing complaints in order to regain the customer’s trust and recover the relationship.
Re-entry Action Planning
We close the workshop with the participants working on individual service excellence projects. This ensures that participants will be able to apply what they learned when they return to their respective workplaces.
About the Facilitator: Edwin Ebreo
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