Achieving Excellence in Customer Service

Offering Training
Achieving Excellence in Customer Service
YOU WILL LEARN HOW TO
Ø      Provide exceptional customer service that achieves results and gets noticed Ø      Adopt the skills and techniques that routinely deliver positive customer experiences Ø      Maximize the value of your customer interactions Ø      Deal effectively with difficult customers and turn complaints into opportunities Ø      Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction Ø      Demonstrate a positive, confident and professional approach with internal and external customers
WHO SHOULD ATTEND
Anyone from any organization who needs to build effective relationships with external or internal customers. This includes help desk, technical support, front-line or support staff. This course may also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.
COURSE BENEFITS
Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.
SUMMARY OUTLINE
1. Customer Service Excellence: Why It Matters      a. The importance of How ·                                 Focusing on the how as well as the what ·                                 Developing a relationship of mutual trust ·                                 Influencing customer perceptions ·                                 Calculating the lifetime value of your customer ·                                 Exceeding customer expectations 2. Creating the Customer Experience      a. Emotional aspects of the customer experience ·                                 Making the initial connection with the customer ·                                 Presenting a positive first impression      b. Identifying the differentiators of excellence ·                                 Taking responsibility for demonstrating customer care ·                                 Navigating the customer through the process ·                                 Instilling confidence with a personal approach       c. Fostering long-term relationships ·                                 Adopting a positive mental attitude (PMA) ·                                 Small actions that ensure attention to detail 3. Communicating Effectively with the Customer       a. Developing excellent communication skills ·                                 Establishing rapport with your customer ·                                 Personalizing the message ·                                 Matching words and nonverbal signals       b. What you say and how you say it ·                                 Verbal and vocal techniques that work ·                                 Avoiding the quirks and distractors ·                                 Banishing jargon to create clarity ·                                 Matching words with nonverbal communication       c. Adopting a problem-solving approach ·                                 Turning active listening into problem solving ·                                 Employing questioning techniques that focus on outcomes ·                                 Encouraging a spirit of inquiry rather than adversary ·                                 Moving to a team approach with the customer       d. Achieving results for the remote customer ·                                 Choosing and using appropriate media ·                                 Applying best practices in call center etiquette ·                                 Top tips for e-customer care 4. Dealing Constructively with Tough Situations       a. Calming upset customers with active listening ·                                 Demonstrating emotional intelligence ·                                 Displaying empathy and showing neutral support ·                                 Establishing rapport and defusing anger ·                                 What you should not say to an upset customer       b. Techniques for dealing with difficult people ·                                 Remaining objective in challenging situations ·                                 Personalizing and depersonalizing messages ·                                 Asserting your position through polite repetition ·                                 Handling the obstinate customer       c. Transforming complaints into opportunities ·                                 Generating useful feedback and learning ·                                 Turning a negative situation into a loyal customer ·                                 Tapping into the potential advocate within your customer 5. Contributing to a Customer Service Culture       a. Demonstrating leadership in customer service teams ·                                 Mapping the internal customer network ·                                 Strengthening weak links in the chain ·                                 Influencing a customer-centric corporate culture       b. Measuring customer satisfaction ·                                 Setting and monitoring performance standards ·                                 Tracking progress with internal indicators ·                                 Enabling customers to express satisfaction ·                                 Constructing a customer service charter       c. Monitoring the team's development ·                                 Seeing customer service as an attitude, not an accident ·                                 Coaching your team for success 5. Making Excellence a Habit       a. The characteristics and practices of excellence ·                                 "Sharpening the saw" to hone your customer service skills ·                                 Projecting a professional image with internal and external customers ·                                 Ten rules that epitomize success ·                                 Measuring personal growth and achievements       b. Executing your personal action plan ·                                 Constructing personal development goals ·                                 Committing to immediate action
COURSE METHOD	COURSE SPEAKER
v       Presentation v       Discuss v       Case Study v       Evaluation v       Simulation	Drs. Bambang Darmadi, MM He experienced in human resources management
TIME & VENUE	COURSE FEE
Yogyakarta  11-14 June 2012 08-11 October 2012 4 days 08 am – 04 pm	IDR 7,000,000.00 per participant non residential Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨     Module / Handout ¨     Certificate ¨     Souvenir ¨     Training Kit	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone         :  02743326339 Email          :  jpconsultantyogyakarta@yahoo.com Contact      : Sari (08122758271)                     Damiri (083867388077)