We have heard the cliché’ that Customers Are Always Right, even when they are wrong. Many customers feel that they have a right to complain as they have given money in exchange for value. They seek the value that they feel they are justified to have. And when they don’t receive what they perceived as value they may get very upset or fly into a rage.
This programme is designed to equip participants with the knowledge and skills to manage customers so that customers’ loyalty can be earned and retained.
- Articulate the importance the excellent customer service
- Demonstrate understanding of the Quadrant of Customer Service Level
- Identify ways and actions that deliver good customer service
- Pace and modulate their voice when managing an irate customer
- Demonstrate good listening and questioning skills
- Identify the problem that agitates the customer
- Illustrate techniques of keeping calm
- Calm down an angry customer
- Offer reasonable solution to customers
- Anticipate customers’ needs
- Read body language and emotions of customers
- Behave in a proactive way
- Demonstrate that they know their inner self and how others see them
- Manage their own emotions and anger
- Project calmness and serenity
This programme will be conducted in a participative and interactive way. Participants will be given opportunities to share their ideas while being coached by the facilitator for improvement and enhancement of techniques. Participants will also have the opportunity to correct their own mistakes by watching videos of themselves in action.
Session 1: Prevention Is Better Than Cure
This session will impress upon participants on what excellent customer service is all about. The four quadrants of service level and expectations will be introduced and shared. Participants will learn that the best way to handle customers’ complaints is to prevent complaints from happening in the first place.
- Understanding excellent customer service
- Meaning of value for money
- Quadrants of Customer Service Level
- Exceeding customer’s expectations
Session 2: The Pitfalls of Bad Customer Service and Remedies
This session is designed to make participants conscious about the impact of bad customer service and losing a customer. Participants will be encouraged to talk about how they have failed, the impact felt on the business and how they remedied the situation.
- Customers are not always right but they pay
- The cost of getting a customer
- The 3 + 3 Effect
- That’s business, bro
Session 3: The Yin and Yang of Complaints
This session will impress upon participants that complaints are not necessarily bad or an inconvenience. Complaints are actually an opportunity for them to show how good they are, what they can do and to bond with customers.
- Identify the problem
- Do not take complaints personally
- Being defensive is offensive
- B.L.A.S.T the complaints : Believe, Listen, Apologize, Satisfy, Thank
Session 4: Managing Different Types of Customers
This session will illustrate to participants the different types of customers and how to manage them. Participants will be shown techniques on how to be calm and in control of the situation.
- Different type of customers – The Gentleman, The Don’t Know –What-He-Wants, The Agitated
- Good listening skills
- Effective questioning skills
- How to stay calm
- Identifying the issue
- Solving the problem
Session 5: Managing Walk- In Customers
This session will coach participants on how to manage walk-in customers. Participants will learn how to read the body language of customers and to read their emotions. Participants will also be taught on how to anticipate customers’ needs and to be proactive in providing customer service.
- You don’t have to be a psychologist to understand body language
- Understanding emotions
- Anticipating needs
- Being proactive
Session 6: Replying To Letters of Complaints
This session will guide participants on how to reply a letter of complaint. Participants will be given the opportunity to draft a reply. Facilitator will give guidance and debriefing on the quality of each reply.
- The 3 Cs in a Letter: Clarity, Conciseness and Courteous Close
- Grammar Revisited
- Tone of the letter
- Awareness of legal ramifications in an apology letter
Session 7: Beyond Transactional Servicing
- The extra mile
- Exceeding expectations
- Relationship marketing
- Transforming a Happy Customer into a Raving Customer
Session 8: The Better You
This session will cultivate the best characteristics in participants to become a more effective and efficient customer service professional.
- Do you know who you are?
- The JOHARI Windows
- How do you see yourself?
- Managing yourself : Self Talk
- Managing Self Anger
- Staying Calm, Staying Successful
Session 9: From Good To Excellent
This session is designed to elicit from participants on how they can provide better service.
- What are we doing well?
- Can we do better?
- What irritates you most in this system?
- You are a CUSTOMER too. What do you want?
- What is customer excellence?
Session 10: Putting It All Together
This session will review all ideas shared and taught. Participants will reinforce their learning through their action plans.