October 18, 2017

Building a Service Culture

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Managers play a very important role in ensuring that the organization is able to serve customers well.

Managers play a very important role in ensuring that the organization is able to serve customers well. They put in place mechanisms to avoid complaints. They are responsible for seeing to it that there is a system in place, that front liners are equipped and empowered to help complaining customers if they are unhappy with the service. Organizational leaders also manage to learn from negative customer experience by looking into the circumstances of the complaints and then making necessary adjustments in operating procedures to avoid service failures from recurring.

In order to carry out this role, managers must develop competency at the strategic level; meaning that they are able to view customer service in a much broader perspective and act to develop strategies and policies for ensuring customer happiness, dealing with customer dissatisfaction and developing a system that allow people to learn from their experiences with the customers.

This workshop will equip your managers with the concepts and tools they need to develop the needed strategies and policies for seeing to it that the whole organization is able to facilitate customer service management from the strategic to the operational levels. Most importantly, they will be equipped to develop the needed strategy for complaints handling, resolution, service recovery and continual service improvement as a result of learning from negative customer experiences.

Building a Service Culture Workshop Objectives

  • Use systems thinking approach to understand the variables that affect delivery of service and potential sources of customer happiness or dissatisfaction;
  • Co-create a vision of how your organization will manifest its service culture in the future.
  • Establish desired service standards that lead to better internal and external customer experience.
  • Agree to adopt a method for complaints handling and service recovery;
  • Use incidences of service failures as source of learning and process improvement; and
  • Create an action plan to develop a customer service and service recovery policies and procedures

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Time Activities Activity Objectives
DAY 1
9:00am-10:00am

Introduction

  • Opening Activities
  • Leveling of Expectations
  • Program Objectives
  • House Rules
  • Ice-breaker Activity
  • Know the administrative details of the workshop
  • Clarify expectations
10:00pm-12:00pm

Module 1: Customer Service Overview

  • Stepping into the Customer’s Shoes
  • Defining Customer Service, Customer Expectations, Wants and Needs
  • External and Internal Customers
  • Customers’ Perception of Value
  • Describe customer service and customer expectations
  • Identify the participants’ external and internal customers and their responsibilities for each customer
1:00pm-5:00pm

Module 2: Establishing Customer Centric Mindsets

  • Four C’s of Customer Centricity
  • Types of Service Attitudes
  • Relationship between Personal Values and Service Behavior
  • Appreciate the importance of attitude and mindset in achieving customer service success
  • Manifest the right service attitude
DAY 2
9:00am-11:00am

Module 3: Proactive Customer Service

  • Professionalism with No Excuses
  • Going the Extra Mile
  • Moments of Truths of Customer Service
  • Identify opportunities for service excellence, analyze and eliminate snags in the service process
  • Describe the art of delighting the customers
11:00am-12:00pm

Module 4: Managing Relationship with Customers

  • Managing Customer Perceptions
  • Handling Different Types of Customers
  • Establishing Rapport
  • Making the Customer Feel Valued
  • Ensuring Clear Communication
  • Describe techniques in managing relationship with customers and avoid customer dissatisfaction
1:00pm-3:00pm

Module 5: Customer Service on the Phone

  • Have You Ever Called You?
  • Putting Your Best Ear Forward
  • Saying hello: The opener
  • Between Hello and Goodbye: Helping the Customer
  • Saying Goodbye: The Closer
  • Describe common practices in handling calls
3:15pm-5:30pm

Module 6: Dealing with Difficult Situations

  • Dealing with Difficult Customers
  • Why Customers Complain
  • The Art of Taking the H.E.A.T. (non-defensive complaints handling)
  • Forward Agenda
  • Closing Activity
  • Describe ways in handling difficult customers and managing complaints
  • Establish steps in applying the learning to work

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