07
Nov
Customer Service Excellence & Managing Difficult Customers
Who should attend
- Managers, Salesperson
Customer Service Excellence is often taken for granted when it is the foundation of every business. This training equips the participants with both a broad understanding and also practical details to be able to deliver
excellent service.
Meanwhile, one of the biggest challenge is how to manage upset customers, often described as “difficult”, which reflects a limited mindset, or bias. The right and higher way to resolve this is to understand their needs, address their concerns and communicate better, using more suitable approach based on the customers’ preference. Ultimately, happy customers are what keep the business and jobs running!
Ice Breaker: Bingo
Difference between Effort & Results
o Service from the Mind & Heart
o Reliability
o Assurance
o Tangibles
o Empathy
o Responsiveness
Ensuring Dependability (Consistency)
Trust factor
The (Brand) Service Promise
Fulfilling the Service Promise
o Organization Level
o Customer Service Level
o Personal Level
Activities: Case Studies
Instilling Confidence through Competence
Build Competency:
o People vs. Process
o Best Practices
Communication Skills:
o Power of Words – using words of competence
o Art of Listening
o Questioning Techniques
o Phone calls & Emails*
Problem Solving Skills:
o Using both creative and critical thinking skills
o Define problem/ identify causes
o Generate Options
o Decision Making
o Preventive & Contingency Plans
First Impression
o Personal Image
o Cleanliness/ personal hygiene- Head to Toe
o Etiquette Essentials
o Self Grooming
o Dress for the job
o Self Confidence
Physical Spaces
o Sights & Sounds – Appeal to Senses
o Safety Needs
o Security Needs
Need for higher EQ @Work
“High Touch” Humanizing the Service with EQ + Building Rapport
The Golden Rule vs. The Platinum Rule
o Keys to understanding what drives different people
o Core values and 4 basic needs
o Hot buttons for each personality type – what irritates each type of customers most
o Ways to connect & serve customers
Assessment & Personalized Reports*
Reflect:
o What do we mean by “difficult customers”?
o What do our customers want from us?
o What are they complaining about?
o What can we do for the customers?
Efficiency matters!
Causes of Dissatisfaction – What & How
Barriers to Timely Service Deliveries
o Time/ Deadline
o Man-power
o Information
o Communication
Speed Vs Accuracy
o Leverage on Systems & Tools
Time Management Skills
o Urgency vs Importance
o Planning ahead
o Minimizing interruptions
Plan:
o Identify Perception Points (“Touch Points”)
o Create “Wow” factors
Do:
o Consistency
o Policies & Procedures
Check:
o Managing Customer Feedback
o Handling complaints
Act:
o Continuous Improvement
Bonus: Customer Service Script!
o Recovery Procedures
o Reasons for complaints
➢ Expectations
➢ Process & Policies
➢ Staff attitude
o Review lessons learned
o Preventive measures
Continuous Improvement
o Seek Feedback
o Learn from Mistakes
o Make Small Improvement
Theory (30%) with discussions and presentations, audio-visual aids (10%) and experiential activities with
guided learning (60%).
*Online delivery with break-out discussion, audience engagement technology and tools (for virtual delivery
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Address:
Suite A-29-01 Vertical Business Suite Bangsar South,
No. 8, Jalan Kerinchi,
59200 Kuala Lumpur, Malaysia
Phone:
(+603) 2783 9602
Email:
[email protected]
Have a question or need more information? Fill out the form below and we will get back to you as soon as possible.
