This programme can run as an online or classroom training
(Available also for Customised Training by Duration, Venue & Fee)
The programme focuses on the ehaviorn’s employees attaining:
Excellent responsiveness in serving customers
Good service ethics
Creativity that can lead to new service advancements
Effective management of tough customers
Strong branding for the organization.
Broad Competencies Addressed
Ability to focus on service standards and improve on them.
Ability to identify non-existing but desired standards in order to improve service processes.
Ability to proactively manage customer complaints.
Ability to solve problems.
Ability to identify creative service approaches that customers may desire.
Ability to proactively manage customer complaints or problems that may arise.
Ability to solve inevitable problems and recover service if service problems arise.
What is the Organization About?
Goals- one year, two years and five years.
Customer Care – old order, new order
The “ Moments of Truth” – an analysis of the interface between company employees and the customer:
Things which matter most
Things which matter least.
Internal network of responsibilities to deliver service:
Preparing for Customer Interaction:
Common Customer Queries
Receiving and greeting Customers
Using the right words
Steps to checking understanding – customers need to know they are understood:
Two way communication in service delivery
Identifying internal customers:
How each job affects other peoples job
What or “who” is a team?
Working as a service delivery team.
Technical solutions – not always the whole answer to customer’s needs or desires:
Personal Attitude to Customer Service:
Rate of Psychological relationship
Everyone as Favourites
Power of Understatement
Service recovery techniques:
Service delivery lapses
Red tape issues
Waiting in line issues
Forms and documents issues
Create a “one-stop” centre.
Simple profit model: