Customer service is about an awareness of how people feel and an attitude of respect towards the people who interact with us in our business. It is also about developing a long term relationship – whereby customers not only receive immediate gratification but know that they are also cared for in the future. Hence, there are two major reasons to deliver customer service: repeat business and happiness. The Customer C.A.R.E Program exposes participants to the essentials of great customer service.
The program emphasizes on
C… Communicating [clearly communicating processes and expectations]
A… Appreciation [understanding customer needs through empathy]
R… Responding [responding and taking responsibility in creating a customer service culture]
E… Effectively [effectively and efficiently providing solutions]
The primary focus will be on identifying the standards of great customer service as well as simple yet insightful ways on how each member of a customer service chain can provide this great immediate service and building a long term relationship which will leave customers happy and satisfied.
At the end of the program, participants will be able to:
- Articulate the importance of great customer service in helping a business reap huge rewards.
- Demonstrate behaviors that will indicate a deep interest in helping their customers.
- Understand how their behavior impacts the behavior of others.
- Develop a personalized strategy for short term and long term customer care.
- Deal respectfully yet assertively with difficult customers.
BENEFITS TO THE ORGANIZATION:
- Participants gain a better understanding on the importance of developing customer care. Effective customer care will effectively retain customers.
- A renewed work culture where every person in the organization contributes to and is responsible for customer care.
- Improved working relationship among team members only increases productivity in the workplace
OUR APPROACH TO THE TRAINING PROGRAM:
We work at a deep, emotional and practical level to ensure the participants take responsibility and be accountable to improve their own work performance and behavior.
Internalization: The program will allow participants to articulate and communicate the various issues surrounding customer service and how best to approach these situations.
Contextualization: The program provides and seeks to enhance key personal customer care competencies.
Actualization: Applying what is learned to the everyday scenarios in the workplace in a practical and effective manner.
EXPERIENTIAL LEARNING: Workshop, Lecture, Role playing, Scenario Building, Group Dynamics and Demonstrations
|DAY 1||Understanding Customer Expectation|
|Learning Lab 1.1||The Service Culture
|Learning Lab 1.2||Understanding Customer Expectation|
|Learning Lab 1.3||The Psychology of Customer Care
|Learning Lab 1.4|
|DAY 2||Effective People Management|
|Learning Lab 2.1||Personalities in the Workplace and personalities we meet|
|Learning Lab 2.2|
|Learning Lab 2.3||Handling difficult and angry customers|
|Learning Lab 2.4|
|DAY 3||Skills for Customer Care I|
|Learning Lab 3.1||Effective Attending Behaviour
|Learning Lab 3.2||Effective Attending Behaviour
|Learning Lab 3.3||Developing a Personal Development Plan|
|Learning Lab 3.4||Group Coaching Session|
|DAY 4||Skills for Customer Care II|
|Learning Lab 4.1||Communication Skills II
|Learning Lab 4.2||Communication Skills II
|Learning Lab 4.3||Telephone Skills & Email Etiquette|
|Learning Lab 4.4||Group Coaching Session & Wrap Up|
For more information on how we can customize these courses for your organisation’s needs, please contact us at :
CAREERsense@HELP , The Faculty of Behavioral Sciences
Wisma HELP, Jalan Dungun, Kuala Lumpur