According to one US research, high performing organizations are highly customer-centered.
Many organizations are aware of this and yet research also shows that customer satisfaction levels have been declining steadily. This is because while customer expectations are rising, most attempts to improve customer service are too narrow and superficial. They fail to focus the organization’s culture and core processes on serving customers. That’s why 50-70% of these programs consistently fail. This happens because many companies hinge their customer service effort on training front-liners on how to be friendly with customers and nothing else. A good customer service program should inculcate in the mind of every employee the importance of what they do in making the customers happy. It should also impress on the need to continually look at the company’s service process and make continuous improvement in order to keep up with or exceed customer expectations
The goal of this customer service workshop is to equip the employees with a more in depth understanding of the customers and their needs and tools they can use to meet and exceed customer expectations.
Methodologies
To ensure suitability of learning and application in the workplace, ExeQserve shall apply the following strategies:
- Customization of design based on the result of a thorough needs analysis
- Submission of a needs analysis report to management for their perusal
- Facilitation of highly interactive and output oriented two-day workshop
- Use of role plays and simulation to ensure that participants are able to practice the skills being shared.
- Submission of a detailed post workshop report that contains the workshop outputs, our observation and recommendations.
Objectives
- Describe Customer service and customer expectations
- Identify the participants’ external and internal customers and their responsibilities for each customer
- Appreciate the importance of attitude and mindset in achieving customer service success
- Manifest the right service attitude
- Identify opportunities for service excellence, analyze and eliminate snags in the service process
- Describe the art of delighting the customers
- Describe techniques in managing relationship with customers and avoid customer dissatisfaction
- Describe ways in handling difficult customers and managing complaints
- Establish steps in applying the learning to work
If you want this Service Excellence Training for your team, call us today at 8459 9603 or email your inquiries at information@exeqserve.com
