OVERVIEW
Customer centricity is important because fostering a customer-centric environment can increase customer satisfaction and loyalty, which results in stronger relationships with customers, higher retention rates and an increase in customer referrals. While customer centricity with internal customers will allow the organisation to achieve more by providing faster turnaround time for their service and products to reach the external customers.
At the end of the training, participants would be able to:
- Comprehend what is excellent and exceptional customer service by uplifting their service delivery
- Understand and internalise the Changing Mindset required by the organisation in order to suit the changing business environment and customer care by rendering excellent Organisational Service Culture and incorporating the Core Values.
- Understand the changing expectations of the customers in relations to their human and business needs to address the diverse types of customer styles
- Master the principles and practices of the winning personalities in achieving service excellence
- Typically spans 1 day (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-day workshops or extended sessions beyond 3 days).
- Customer Service Representatives
- Sales and Marketing Professionals
- Business Owners and Entrepreneurs
- Product Managers
- Customer Experience Managers
- Brand Managers
- Customer Success Teams
- Retail Managers
- Operations Managers
- Executives and Leadership Teams
PROGRAM OUTLINE
My Service My Contract
- Defining Customer Centricity
- Honouring my contract with passion
- Putting LIFE into my service: LOVE – Interest – Fun – Enjoy
- Service: Binding and Bonding concept, Take ownership of my responsibility
My “Guest” My Master
- Internalise: Who is my Paymaster
- My Paymaster is important
- What if my Paymaster hates me, and why?
Where am I in my organisation?
- Define my position and my role
- Am I important?
The Impact/Value of My Service to others
- My internal and external “Customers”
- My service chain – The impact of my service to me, my team and my organisation
- My service chain – The impact of my service to my “guests”
Definition of Service Culture
- Habits and Behaviours
- Culture across the board
“World Class” Service
- Emulate other industries
- Various service industries to learn from
- Benchmark the 5 STARS
- Your service competitors defined
- Service is from “HEART” – the 3C in service (Competency-Caring-Compassion)
Advocate the ViVaMOS
- The Organisation’s Vision and Missions
- What Values means?
- Assess your own and your department’s Values
Walk The Talk – Practising the Service Standards, Techniques and Practices (SPP)
- Practise it yourself – GREET, SMILE, PARTING NOTE/ SAYING GOOD BYE/ THANK YOU
- Back Stage Coaching the team – Leading with example
Example of Service Leaders (what they do)
- Walt Disney Company : They are the leaders in their industry
- Ritz-Carlton Gold Standard : We are ladies and gentlemen serving You ladies and gentlemen
The Service Brand
- The SEVEN (7) Winning Service Personalities [Approachable, Courteous, Attentive, Knowledgeable, Helpful, Friendly and Satisfying]
- The Moment of Truth – Added services in Guests Service Excellence Journey
- Customer CPI – Critical Points of Interaction
- The service journey and service chain.
- CTA – Communicate to Align with the customers.
- CTU – Communicate to Update the customers
- Treating Urgency is primarily important
- The Turn Around Time and Service Level Agreement to observe
Managing Customer Complaints
- The basic principles
- The Complaints Iceberg
- Offering the guests solutions, damage control, service recovery.
- FIVE tips from the E.A.R.N principles
- Service with “HEART”
- The “B.E.A.R” principles in managing difficult guests.
- The Service Process
- Understanding customers’ belief, value, and motivation in the process of making buying decision
- The proven steps for 5 Stars problem solving process
- Understand the expectation of customers
- How to be a problem solver
- How to help clients make decision?
- Understand Matching & Mirroring
- How to be a rapport builder
- Understand body language
- How to use Matching & Mirroring to in selling?
- Understand the psychology of influence
- How to use influencing skills
- Make listening as a tool to understand clients?
- The proven ways to listen
- How to develop the art of acknowledging
- Influence your clients by total listening
- Easy ways to qualify your prospects – avoid effort wastage
- How to probe for problems and magnify them for call to action
- The effective presentation skills
- How to present features and benefits
- Effective ways to manage angry customers
- How to ensure customers are satisfied
- How to apply the effective Anger Management strategies
- What is Empathy Skills
- How to become an empathic service professional
- Apply L.A.C.P.A to difficult conversation
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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