Customer Focused
Course Overview
Customer Focused or “Customer Centricity” is first and foremost about building and sustaining an Amazing Service Culture tailored around customers.
During these 2-days interactive workshop the delegates will learn skills and techniques for serving external and internal customers more effectively, and successfully collaborating with customers they do business with.
The entire program covers the service techniques in order to elevate the service levels to new heights and keep delivering first – class service that guarantees engaged customer experience and increasing customer’s loyalty. Moreover, it is designed to incorporate the “Emotional Ladder of Service” concept, along with SERVICE EXCELLENCE values in an experiential learning environment that focuses on implementing all the learning requirements.
“Once you develop your service standards you will start growing.”
Goal of Course:
This course teaches the superior service standards. Delegates will learn how to implement, and monitor service standards. Delegates will also learn how to create value to offer to customers and foster customer loyalty, putting “SERVICE EXCELLENCE Values” into practice and maintaining positive attitudes pre & post service, use customer-friendly language, and deal effectively with problems. Finally, delegates will learn how to build rapport with customers and connecting with customers at a different level and facilitating constructive outcomes whilst encountering various customer situations in their day-to-day transactions.
Service excellence, is win – win situation. Customers win. Employees win.
During this 2-day training program, delegates will experience an inspiring journey that will create a mindset for service excellence allowing them to discover what is required from them, in order to create and sustain an Amazing First – class Service Culture
Duration:
2 Days
Language:
English
Training Objectives
- Understand the brand proposition and implement the “SERVICE EXCELLENCE Values” attributes successfully.
- Understanding the importance of SLA’s and CAPs in order to ensure meeting promises.
- Recognize the different levels of services
- Identify the key elements of customer Focused “Customer centricity”
- Understand why service must continuously improve to maintain a high level of customer satisfaction.
- Identify specific steps which can be taken to level-up the service
- Map the floor of customer centric service transactions
- Identify key internal and external perception points
- Implement strategies that work, in order to create Service Advocate
Module Outlines
Module 1: Getting Started
- Opening & Ice breaker
- Program objective’s and guidelines
Module 2: The Service Standards (In correlation with “Emotional Ladder of Service”)
- Discover the “Emotional Ladder of Service”
- The 5 Levels of Service Quality©
- Understand the increasing levels of customer expectations
- Set service improvement goals
- Learn how customers perceive the service
- Service evaluation
- Service vulnerability
- “Moment of Truth”
- Personalization of Service
Module 3: The Service Oriented Culture
- Why do customers leave?
- Understanding the emotional service drivers versus the functional drivers
- Putting “SERVICE EXCELLENCE Values” into practice
- Maintaining positive attitudes pre-& post service
- The impact of implementing “SERVICE EXCELLENCE Values” employees and customers
- “SERVICE EXCELLENCE Values” in a practical context
- Using the magic words and demonstrate empathy and sympathy
- Understanding the customer’s issues and concerns
- Going the extra mile (meeting & exceeding customer’s expectations)
Module 4: Eliminating challenges through SPECIAL service
- The SPECIAL model
Speed and time
Personal / personalize
Expectations – manage and exceed
Competence / courtesy
Information
Attitude
Long-term relationship and follow-through
- Qualities of customer service and support ‘superstars’
- Applying the SPECIAL qualities to your job
Module 5: Service Communication & Personalization
- Why Customer Centricity is the most effective service behavior
- Developing & maintaining a positive customer service attitude
- Using the magic words (Showing Empathy & Sympathy)
- Perception points and its relation in building expectations
- Addressing complaints
- Maintaining positive attitudes pre-& post servicing the customers
- Building Trust with Customers
- Types of Customers Relationship
- Handling Customer’s Complaints and Queries
- Proactive Service Environment
- Working with Different Personalities
Module 6: Communication skills for brilliant internal customer service
- Different styles of service organization and internal service modules
- Retaining external customers through empowering internal customers
- The supply chain – understanding the importance of customer service within and between operation/ support and branches/ direct sales/ departments / business partners
- Continuous service improvement – innovative customer journey map
- Things to avoid
- Practical exercises
Module 7: Service Value and Recovery
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Escalations; techniques and process
- Handling written complaint and replying to the customers queries
- Do’s & Don’ts in replying on written complaints
- Dealing with difficult & Angry customers
Module 8: The Full picture
- Action plans
- Learning Diary
- Summary of key learning points
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Activities Brief:
The Customer Service Game:
Establish fundamental principles for building better relations with customers, service users and everyone in the organization.
Learning Objectives
- The importance of a consistent service, every day, every customer
- To fulfil your organization’s mission statement
- To use appropriate communication styles
- To deal with “problems” immediately and never to argue
- To put themselves in the customer’s shoes
- To exceed customer expectations wherever possible
- To know your best customers
- To appreciate the value of ‘internal’ customers
Chinese Towers:
This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.
Learning Objectives
- How to work in a highly effective team
- To be clear on what the customer wants
- The importance of meeting the customers’ needs
- To avoid making assumptions
- The importance of clear objectives
Managing the Moment of Truth:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
Customer Handling Techniques:
This training activity is used to highlight the importance of building effective customer relationships, giving participants an opportunity to discuss and agree what ‘good service looks and feels like’, and understand the potential impact on the business of providing anything other than the highest standard of service to their customers.
How I Can Make Sure That I am Achieving What I Want?
Use this training activity with participants to highlight the impact of setting goals, with a clear bias towards setting personal goals, to give guidance on setting and planning their goals, linking in with the needs of the business, and to give them the opportunity to look for ways of achieving their goals with higher personal performance and productivity.
You’ve Got Mail
An interactive concept based on solving customer related issues and frequently reported customer complaints. This activity is delivered in an interactive learning and fun environment.
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