Achieving Excellence In Customer Service

Introduction

"The world will know the excellence of an organization through only one thing: the excellence of customer service" – Alang.

Excellence in an organization is usually measured by one thing – customer service. At the age of technological advances and globalization, customer service is of the essence that shapes the image of an organization. In this workshop, participants will go through a journey that will shape them in becoming an excellent employee in servicing their client. Mixing in fun and activities, participants will discover and practice all the tools that suit them in the customer service industry.

Learning Outcomes / Benefits

• Knowing the history of customer service
• Learning the excellence way on servicing client through phone etiquette
• Understand and know how to handle a difficult customer in the right way
• Learning how to communicate effectively with client (internal and external)
• Basic necessities on self-grooming

Key Content

Module 1: The Birth of Customer Service

• Brief history of customer service
• Evolution of customer service in economy waves
• The "Mamak" theory vs. "Starbucks" theory

Module 2: The Different Types of Customer Service

• Ron Kaufman's 5 levels of service experience
• Industrial standards in customer experience
• Typical vs. exclusive in servicing customer

Module 3: Management of The Different Types of Customers

• Conflict management 101
• DiSC profiling in customer types management
• Managing and handling types of customer

Module 4: Telephone Etiquette & Systems

• Fundamentals of telephone etiquette – facial and voice grooming
• Non-verbal communication: understanding and practicing the importance of sounds
• Telephone language – creating script, answering, using proper words/sentences
• Responding to the caller – knowing types of caller and how to respond
• Ending the conversation – what to expect

Module 5: Communicate Effectively in Customer Service

• Communication vs. effective communication
• Effective listening skills in handling customers
• The art of non-verbal
• Giving and receiving feedback (internal and external)

Module 6: Grooming in ‘Superstar’ Style

• Fundamental of grooming
• Do's and don'ts of grooming (in front of customers)
• Live-action tutorial

Module 7: The Value of Self & Organization

• Understanding self-value and how to connect with organization's value
• Value elicitation cards
• Moving forward plan