Building a Professional & Helpful Customer Experience Organization

The customers’ experience is everything. To our customer, it represents our entire company. Research shows that while some customer experiences are negative and memorable for the wrong reason, the majority of customer experiences with the company are “neutral” and highly forgettable. Neither “negative” nor “neutral” experiences help our service develop the kind of long-term customer relationships we need to be successful. It is the positive experiences that are important !

Program Objectives and Outcome:

 

* The 2 core elements  – Professional & Helpful
* Understand the importance in achieving Service Excellence
* Create a positive and proactive mindset to provide excellence services professional
* Acquire communication skills with different types and  psychological conditions of clients
* Understand the flexibility approach to different conditions of customers and  interaction process in service
* Attaining after-sales service excellence and walking that extra miles

MODULE 1 - The importance of Customer Experience

Content:

Session I : The Importance of Service Excellence


- The challenge of Service Provider and Improvement
- Role and responsibility to create yours and company’s service image in professionalism

Session II : Positive and Proactive Mindset towards Customer Service Professional


- Concept of professionalism
- How to self motivate and think positively
- Two viewpoints to create problem-solving attitude in Customer Service

- Able to empathize as a customer
- Excellent Service Provider Profile and Characteristics

Session III : Managing the Service Interaction Process through Better Communication


- Apply the critical skills in handling customers effectively and achieve higher proficiency & productive results at work with following an effective customer service process
-  Acquire communication skills with different types and conditions of clients
- Understand the flexibility approach to different conditions of customers and interaction process in service
-  Attaining after-sales service excellence and walking that extra miles

MODULE 2 – Building Customer Relationship and Communication in Service

Program Objectives and Outcome:


* Understand how people perceive each other based on behavior clues by DISC®/ MBTI /Enneagram/Social Styles


* Increase flexibility in engaging customers with different preferences
* Adapt different communication styles to click with customers easily
* Build trust and rapport with customers for long and profitable business relationship


Content:

Session I : Understand Yours Client
- 4 Steps approach to customer service interaction process
- Identify different customers’ styles & conditions
-  Understanding and applying 4 Styles in relationship building
-  Establish rapport with customers in such a way as to help them feel comfortable and have a positive attitude about continuing the interaction
- Adapt their behavior LOVES & HATES in order to establish a good connection with the Customer

-  Magic words of turning on and turning off the customers

Session II : Managing the Service Interaction through Understanding of Customers


-  Adapt their behavior in order to establish a connection with the customer.
- The importance of creating the good first impression in Face to Face approach or telephone handling
- Providing professional responses
- Tone & manner
- Customer needs Identification
- Art of Questioning
-  Attentive Listening
-  Customer relationship enhancing tactics
-  3Ps in helpful & Trust building - Patience, Passion and Persistence
-  A proactive win-win attitude
- The power of alignment
- Avoiding communication break-down with Magic Words
- Determine how to adapt the approach to the customer’s ways
-  Conclude the interaction by creating the corporate Image to the customer takes away of the interaction and the organization

Session III : Role-play Practice- Application
- Coaching
-  Debriefing

MODULE 3 - Handling Difficult Customers and Complaints

Program Objectives And Outcome:

* Create Positive Mindset and Problem Solving in handling difficult customers and complaints
* Understand the emotional changes of different customers in tension
* Handling complaint and difficult customers in Face to Face , Phone
* Avoiding communication break-down with Magic Words in handling complaints

 

Content:

 

Session I : Complaint is a gift to your organization
- Complaint is a gift to your organization

Session II : Enhancing emotional intelligence in handling challenging situations


- Understanding common customer’s emotional reactions
- Effective complaint handling skills 
- The tactics in handling emotional customers
- How to communicate under stressful situations

Session III : Handle Complains and Difficult Customers
-  Determine how to adapt the approach to the customer’s ways
- How to say “No” without losing a customer
- Verbally cushion the customer’s concerns
-  Skills in handling of complaints
-  Conclude the interaction by creating a professional corporate image to the customers

Session IV : Case Studies Practice- Application
-  Coaching
-  Debriefing

MODULE 4 - EQ & Stress Management

Program Objectives And Outcome:

- Understand the importance of stress and emotional management to your work and life
-  Have a more macro perspective view on the management and planning of your organization you are working in
-  Turning stress into motivational drive
-  Importance of self-emotion awareness
- Facing challenges and difficult situations with positive attitude

- Derive ways to better manage stress and emotion at work in your organization

Content:

Session I : Understanding the basis of stress management

-  What do we mean by stress?
-  How the body register stress?
-  The leading causes of stress
-  Understanding your personality type in response to stress

Session II : Handling emotional self
-  Care and feeling of the unstressed self
-  How to control negative feelings
-  Stress management
-  Turning stress into motivational drive
- Empowering yourself
-  Empathizing you and others

Session III : Breathing Exercise for Practicing


Learning Methodology

- Mini-lecture
-  Experiential Activities & Games
-  Case study sharing
-  Group Discussion
-  Video
-  Exercises
-  Role-plays
- Action Planning