|
Unless we see change as the only constant, consumer service cannot be the competitive edge for the business. Clients need vendors who can understand and anticipate the winds of change in their business
Customer service is that 'moment of truth' and apart from sales, service is the key leverage to build a profitable and long term relationship with clients. While systems and processes can institutionalize the service delivery, we see a consultative engagement consumer service approach as the way to connect to customer's needs consistently and professionally.
In servicing consumer, we need to engage so that service failures are handled well and confidently. Even the most challenging service moment can become an opportunity to 'wow' the customer. To do so, you need to know how to deliver professionalism with a personal touch consistently and reliably.
How
To Achieve Everyday - Service Excellence & Transform Any Difficult Moment Into
A WOW! Experience
Duration: 2 days
This
2 days session explains how one can make a difference to deliver excellent customer
service and provides a wealth of tested tools to handle even the most difficult
customers.
| PROGRAM
OUTLINE |
| Day
1: |
- Thriving
on change with personal mastery of the change cycle
- Reflecting
change for the individual: individual work effectiveness
- factors
driving change in our lives
- current
vs. future state
- preparing
for change
- Self-awareness
leads to self-management
- The
phases of change, its impact and your role
- Facilitation
: Harnessing the possibilities /pain of change
- Personal
skills to master change effectively
- Taking
action: individual work and reflection
- How
to understand the principles of the best and worst of service through your eyes
- How to develop your personal motivation to become customer-focused
- Balanced
service engagement with the chopstick approach: personal and professional engagement
- Applying
the personal engagement with R.E.A.L. F.A.B!© and manage all emotional
situations with empathy and control
- How
to make sense of active listening?
- The
benefit of professional engagement
- The
4-step ladder approach in professional engagement with ACAC approach
- Everyday
service excellence: today's experience = tomorrow's sales
|
| Day
2: |
- Handling angry customers without getting angry yourself
- Customer
type
- Profile
and behavior
- Techniques to handle different personalities
- Why complainers are great opportunities
- Handling
the emotion of anger
- Technique
to handle the anger time bomb
- Concept of SACRED C.O.W for all angry situations
- Handling
the angry customer situation
- 'L.E.S.A'© approach to handling the angry situation
- Handling
objections without fear ever again
- Why
do customers object?
- Desired
outcome of a customer objection
- Handling
price objections
- The
mountaineering approach to handling objections
- Feel/felt/found/referral
technique
- Closing signals and closing techniques
- Cross selling opportunities
- Techniques to handle the customers from hell
- Don't
take the bait concept
- Techniques to handle common unpleasant service situations:
- Your customer insults your competence
- Your customer swears or yells over the phone
- Your
customer won't stop talking over the phone
- Your customer has past negative experiences with your company
- Your
customer demands to speak to the manager in charge
Success
Story:
Beyond Beauty International
|
^
top |
B2B CUSTOMER SERVICE FOCUS
Winning the deal at times seems to be the easier part of the equation as compared to keeping the clients happy during the service engagement. As clients become pressured to deliver more in less time, vendors and consultants will also be challenged to embrace constant change with a self-initiated positive mindset. How can you deliver a personal touch throughout the entire professional delivery of your product and services? Using a consultative engagement approach that encourages a balanced two way communication mode at all times!
B2B
Customer Service - Creating Rapport and Increasing Customer Satisfaction
Duration: 2 days
| PROGRAM
OUTLINE |
- G.A.P to handle any angry situation
- The mountaineering approach to handling objections
- P.U.S.H technique to creating a dialogue, not deadlock
- Inter-personal communications blind spots
- Overview of body language and its impact on customers
- Kinesthetic / Visual / Verbal signals in communications
- Negative body language and signals
- Ideas to help in common difficult situation
- S.N.E.L.P approach to say NO professionally
|
^
top |
B2B
Customer Service - Managing Challenging Situations and Keeping your Customer
Duration: 2 days
| PROGRAM
OUTLINE |
- Overview of the T.R.E.A.T Service Standard Excellence model overview
- DISC Personality Profiling Survey
- Why emotional quotient is critical during service engagement?
- Attributes of T.R.E.A.T
- Service quality pyramid
- The paired approach: Personal and professional engagement
- Personal engagement technique with ‘R.E.A.L. F.A.B!’ © approach
- Balanced
service engagement with the chopstick approach: personal and professional engagement
- Professional engagement technique with A.C.A.C © approach
|
^
top |
|
