G K Lim's Customer Service Excellence Training (inhouse program)
Customer Relationship Management
Training
Provided by Human Resources Services
Let's face it: one slight mistake in serving one customer in today's extremely competitive business environment means millions of dollars down the drain.
Your company's customers don't deal with just your company alone; they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries.
Today, it's corporate suicide for your staff to take customer service lightly. Your people cannot afford just to show that they care.
Customers are no more numbers or statistics; neither are they "markets," "marketing," or "territory." Without them, your products or services remain on the shelf. Without them, there's no income, no salary for everybody in the company.
It's necessary, therefore, that your staff genuinely care. No mere lip service. Today's customer is Boss!
More info at:
http://www. gklim. com/ programs/ customer_service. html
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G K Lim's Customer Service Excellence Training (inhouse program)
Offering excellent service is good, but what will it do for me?
Appealing to the WIIFM (What's in it for me?) need in every company employee.
Discussing and listing all the personal and career benefits an employee gets when he or she is really focused on offering fantastic customer service.
Exercise: What is the name of your company? Who are the shareholders? Who are your customers?
Being a customer yourself
To best serve a customer, you must first be a customer yourself
Group work: Describe a pleasant experience you had as a customer; then describe an unpleasant experience, and then discuss how you felt.
What happens when you get good customer service or bad customer service from a supplier?
What sort of service are you offering?
Why we don t give good customer service
Write down some common excuses people give for offering indifferent or poor customer service, and then discuss why -- and how to overcome them.
Internal customers -- how they affect our job
What outstanding organizations have -- quality products, delivery systems, and customer service
Moments Of Truth In Customer Service
Moments of truth in customer engagement
Reasons for moments of truth
The Customer Engagement Process
Introducing the CESAWL model in customer engagement
CESAWL role play
Saying No
How to say No without saying No
What to do if you still cannot satisfy the customer
Complaints, Complaints
We want customers to complain.
Group discussion on bad service delivery
Positive results of working with complaints and difficult customers.
Case study -- How to handle a complaint
The Ron Zemke service disaster recovery process
What happens when you put the Ron Zemke model into action
Customer service is all about communications
The biggest problem in communications
Listening and verification skills
Listening and verification skills role play
Think of people who (don t) listen
How to earn other people s S.T.A.R. (Support, Trust, Admiration & Respect)
Emotional Intelligence (EI) -- the human side of customer service.
A discussion of the works of Daniel Coleman and Stephen Covey
The various intelligences
Case study -- Great expectations
Intrapersonal Intelligence profile
Enhancing your Intrapersonal Intelligence
First, clean up your bedroom ..
Strategies to earn other people s STAR
Don t kick the cat
How to manage stress
What causes stress
What happens when we don't control negative stress
Understanding the brain and the mind as a pre-requisite to managing and controlling negative stress
Introducing a simple, powerful, scientifically proven stress release exercise
Benefits of releasing and managing stress
Why customers stop buying from your company
Who s at fault?
Getting rid of customer barriers
Making it easier for customer to do business with us
http://www.gklim.com
Appealing to the WIIFM (What's in it for me?) need in every company employee.
Discussing and listing all the personal and career benefits an employee gets when he or she is really focused on offering fantastic customer service.
Exercise: What is the name of your company? Who are the shareholders? Who are your customers?
Being a customer yourself
To best serve a customer, you must first be a customer yourself
Group work: Describe a pleasant experience you had as a customer; then describe an unpleasant experience, and then discuss how you felt.
What happens when you get good customer service or bad customer service from a supplier?
What sort of service are you offering?
Why we don t give good customer service
Write down some common excuses people give for offering indifferent or poor customer service, and then discuss why -- and how to overcome them.
Internal customers -- how they affect our job
What outstanding organizations have -- quality products, delivery systems, and customer service
Moments Of Truth In Customer Service
Moments of truth in customer engagement
Reasons for moments of truth
The Customer Engagement Process
Introducing the CESAWL model in customer engagement
CESAWL role play
Saying No
How to say No without saying No
What to do if you still cannot satisfy the customer
Complaints, Complaints
We want customers to complain.
Group discussion on bad service delivery
Positive results of working with complaints and difficult customers.
Case study -- How to handle a complaint
The Ron Zemke service disaster recovery process
What happens when you put the Ron Zemke model into action
Customer service is all about communications
The biggest problem in communications
Listening and verification skills
Listening and verification skills role play
Think of people who (don t) listen
How to earn other people s S.T.A.R. (Support, Trust, Admiration & Respect)
Emotional Intelligence (EI) -- the human side of customer service.
A discussion of the works of Daniel Coleman and Stephen Covey
The various intelligences
Case study -- Great expectations
Intrapersonal Intelligence profile
Enhancing your Intrapersonal Intelligence
First, clean up your bedroom ..
Strategies to earn other people s STAR
Don t kick the cat
How to manage stress
What causes stress
What happens when we don't control negative stress
Understanding the brain and the mind as a pre-requisite to managing and controlling negative stress
Introducing a simple, powerful, scientifically proven stress release exercise
Benefits of releasing and managing stress
Why customers stop buying from your company
Who s at fault?
Getting rid of customer barriers
Making it easier for customer to do business with us
http://www.gklim.com
About The Training Provider: Human Resources Services
Human Resources Services - The course leader, G K Lim, is experienced in sales, marketing and business, and in cutting-edge adult learning techniques
G K Lim is a training consultant in the area of consultative / solution-centric selling skills, key account management, negotiation skills, customer service excellence, Emotional Intelligence enhancement, personal development, motivation, stress management, and mind/...
