Superior customer service training
- 1. SUPERIOR Customer Service what differentiates you from the rest
- 2. Reflect Serving PROFITABLY Customer Needs
- 3. Point specific to services Human Service Dimensions Task Hidden
- 4. Finding Common Ground Within your individual groups, find something common to all. Make a note of all that is common. One member from each group to read out the common factors. Total time for discussion: 7 minutes Debrief: 5 minutes
- 5. Customer needs are constantly changing 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Year 1 Year 2 Year 3 Year 4 Customer Demand Customer Service New Service Level
- 6. Group Activity How has the customers expectation changed in the last one year? What have we as a company or a CS team done to keep up with these expectations? What are the gaps that we see that still need to be filled? Time: 10 minutes Debrief: 5 minutes
- 7. Excellence in Business Products Relationships EXCELLENCE Logistics Customer Service Mindset
- 8. Self assessment, a reality check Please take the survey provided separately Once complete, share some of the areas that you feel concerned about with your partner
- 10. Cultivating a Customer Service Mindset Why How What
- 11. Case Study
- 12. From Customers to Raving Fans! Do you rave about anything or anyone? It could be a sports team, a brand, an airline, and so on. Select that which you rave about and elicit characteristics of that team/brand/person! List the top 5 reasons for this, flipchart it! Can these be emulated in our business, and can we be a team that others rave about? 10 minutes for discussions 5 minutes to debrief
- 13. 7 highly effective customer service habits Believe in your company and the service you provide Understands what the customer says - explicit and implicit. Go the extra mile Every customer is worth the effort Work as a Team to continuously improve service delivery Build skills and continuously improve Take initiative, accept responsibility and be positive
- 15. Conflicts in the workplace What are the major reasons why conflicts take place? What are the typical causes for conflict in your company? Internal and External! Is it possible that we never have any conflicts at work?
- 16. Conflict Resolution H ear them out E mpathize A pologize T ake Action
- 18. Empathize AGREE In Fact I agree it would be I understand your You are right, we disappointment to frustrating not on told you we would do In Principle the previous receive this it but we did not information experience In Opinion
- 20. Take Action Present a solution Check back
- 21. HumiGrat, a final note! HUMILITY Service stems from servant thus meant to act from a space of humility. GRATITUDE Customer pays my cheque Main purpose of my and my companys very existence Awed with the attitude of gratitude!!!
- 22. Thank you Would love to hear from you all Hope you found the slides interesting? If you would like to have further details, or would like to hire one of our trainers to deliver this program, please contact us on: engage@ecubetraining.com
Editor's Notes
- #3: Starting with a quote that epitomizes customer services so wonderfully, where we state that the very existence of organizations is to service customers, and making a profit thereof. So a sound appreciation of their roles and their importance in the organization. Acknowledging the fact that the role is highly demanding, and it certainly does not finish at the end of business hours of Dulsco. Most importantly, while technical skills in a mandate in this role, what will really bring success is their attitude towards service as well as their strong will to succeed. (Technical competence would mean someone with strong product knowledge, powerful language skills, etc ).Here one needs to continually progress, improve and renew himself/herself for complacency will kill! Give your experience with the bank where your money went back into the machine and how you got different views from different personnel in the same bank!
- #5: While this works as an icebreaker and helps each other come closer as a team, it certainly has a strong message on rapport building which is critical for superior customer service. Split in groups, based on numbers that are provided to them at the startHave the groups to find out what is common to all in that group, and one takes notesNotes are first shared with their groups and then with the entire audienceTime: 10 minutes in totalDebrief : Understand how this can be applied in Customer ServiceAsk How does it feel having found common ground between participantsNew perspective of the person Know them betterFeel CloserRelate moreLike me and hence I like him/her (underlying principle in NLP for rapport building)Hence, in Customer Service too, it will be good to understand common ground which will bring about a personal touch to the entire transaction. My experience with the CS staff of HDFC in having the same date of birth, and how that has us exchange emails at least on one day each year.
- #6: Customer demands are ever increasing and our service levels have to move up in accordanceWe may be good customer service personnel already, and we do have a certain level of CS, but this is not enough for us.simply because the customer has moved on and we need to keep pace. Yesterdays delight is todays basic!
- #7: An activity to stimulate the participants in seeing how there have been practical changes in the behavior of customers over the year.
- #10: Continuing on the track/path of excellence, today we are going to see how we can support and help with developing world class customer service mind set. This requires clarity, signaling and consistency. Apply and Southwest Airlines ex
- #11: Taking from the examples of apple and Southwest Airlines, let us see why we in Dulsco individually are doing what we are doing?We are pretty good about what we need to day, and to a large extent how to go about it. We have our JDs and we have the experience and training to see how best to go about doing what we have to do. The big question that we need to now ask ourselves is why are we doing it! What drives me. Why is this important for me. What if I was not doing this. What am I ultimately trying to achieve here.the why is a question that brings faith in the task I do.Faith, without it nothing is possible; with it nothing is impossible!
- #13: Group activity to solicit what makes us rave about other teams / people. Can these traits be reflected in our business?
- #14: Roger Banister, first to run a mile in less than 4 minutes, once he did it, many others broke this record.Customers vary in types.some vocal, some may not. Listening is a skill and an art. Not just words, but got to read between the lines. Greetings, gifts, wishes, updates, share common info, etcNever under estimate the power of a customer. Pretty woman story with J RobertsTeam.1 and 1 certainly exceeds 2. whole is greater than sum of the partsprovided we work towards working together.knowing we share the same goal.Skills go redundant over time.Story of the woodcutters.I must keep sharpening the saw.2 kinds of men, pro-active and re-active! One chooses to do, other helplessly does. One is early, other is late. One is swift, other slow. One hits the target, the other misses.