Customer Care Program

Venue: Malaysia: Kuala Lumpur (KL) & Penang (PG) Singapore Indonesia Vietnam Thailand China Philippine Mauritius Australia Middle East

EVERYBODY HAS CUSTOMERS – be it internal or external customers. The main purpose of work in any organization is to serve the customer. Everything else is secondary. It doesn’t matter what industry you are in — whether it’s retail or service operation, from supermarkets and restaurants to insurance and banking, government or private utilities to the tourism industry. Serving customers is what every organization is all about.

Let’s face it: one slight mistake in serving one customer in today’s extremely competitive business environment means millions of ringgit down the drain. Today, it’s a corporate suicide for your associate to take customer service lightly. Your people cannot afford to just show that they care.

Customers are no more numbers or statistics; neither are they “markets,” “marketing,” or “territory.” Without customers, your products or services remain on the shelf. Without them, there’s no income, no salary for everybody in the organization.   Thus, organizations cease to exist.

It’s necessary, therefore, that your associate genuinely cares. No mere lip service. Today’s customer is Boss!

OVERVIEW Program Goals

Embarking on a journey towards service excellence. Provide your organization management and associates with a system and tools to

plan for and deliver consistent, warm and caring service to your valued customers. The goal is to make an indelible mark of service distinction for all concerned;

your customers, associates and owners: Raise your overall Customer Satisfaction Index scores so those loyal customers

will choose your organization as their `partner of choice’. Raise your overall Associate Satisfaction Index scores so those loyal associates

will choose your organization as `employer of choice’. Raise your overall Revenue Growth to maximize the shareholders wealth and

health. Your returns will be strong customer loyalty, profitability, together with owner

and associate satisfaction: It synthesizes the organizational strategies with business operations, customers

and associate satisfaction – evidently shown through the `Service-Profit Chain’, an organization’s key performance measurement.

It will not be a one-time effort; rather it will be a series of interventions orchestrated in a progressive and timely manner.

What you will learn

MODULE LEARNING GOALSMODULE 1: SELF ASSESSMENT

At the end of this session, participants will know how to:o Focus the associates attention on the skills they want to

concentrate on during the whole programo Identify personal strengths and weaknesses through self-

assessmento Set 3 goals to work on for the next 3 months

MODULE 2: SELF AWARENESS

At the end of this session, participants will know how to:o Constantly balance themselves between emotion and self-

awareness, thus, increases their capacity to live effectively through understanding oneself

o The power of self-esteemo Modify the behavior for success through the power of

affirmationo Tips of highly effective people:

Avoid being reactive. Focusing on the end of the journey. Prioritizing what needs to be done first

o Employ effective personal stress management technique by first identifying the common sources of stress in work and personal life and how to cope with them according to personality types

o Identify and manage own emotions and listening skills when

dealing with customersMODULE 3:CUSTOMER SATISFACTION

Meeting customer needs and satisfying them to ensure the existence of any organizations is vital.  At the end of this session, participants will know how to:

o Be a customer themselves Group work: Describe a pleasant experience they had as a customer; then describe an unpleasant experience, and then discuss how they felt

o Offer excellent customer service – “but what will it do for me, huh?”

o Appealing to the WIIFM (What's in it for me?) need in every organization associate. Discussing and listing all the personal and career benefits an associate gets when he or she is really focused on offering fantastic customer service. (Some Outstanding Organizations) Adapt best practices of other organizations on developing and sustaining a reputation for excellent service and what we can learn from them

o Identify reasons for not giving good customer service. Write down some common excuses people give for offering indifferent or poor customer service, and then discuss why -- and how to overcome them.

o (Developing a Service Culture) Identify what a service culture is and the important roles of each department which supports the total harmony

o Understand the importance of service-profit chain and value of customer

o Maintain the existing customer base, increase customer loyalty and attract more customers (Service-Profit chain)

o Evaluate customer experience journey in the associates work area

o Identify at least four opportunities in your own job to give good customer service

MODULE 4:ORGANIZATION BRAND

At the end of this session, participants will know how to (input from organization is required):o Define the term brando Explain the uniqueness of the organization and its

characteristicso Identify the organization’s customer demographicso Describe what makes a customer a loyal guest/ repeat guesto Service-Profit chaino Understand the importance of internal customers

Making internal customers happy help you serve external customers better

MODULE 5: EVERY TIME YOU SEE A CUSTOMER AND COLLEAGUE, SMILE AND OFFER A WARM GREETING

At the end of this session, participants will know how to:o Describe why smiling is so important and the impact it has

on a customer/associateo Describe why eye contact is so important and the impact it

has on customer/associate interactiono Know when to greet customer/ associateo Identify how you can find out a customer’s name and how

to pronounce it MODULE 6: TALK & LISTEN TO EVERY CUSTOMERS AND COLLEAGUE IN A WARM, ENTHUSIASTIC AND COURTEOUS TONE AND MANNER

At the end of this session, participants will know how to:o List the three ways we communicateo Describe the importance of our tone of voice and use

positive tone of voiceo Describe how listening to guests has an impact on them

What’s the Real Message (Listening/Body Language) At the end of this session, participants will know how to:

o Understand the key to good communication and use six suggestions for improving listening skills

o Use the three components of face-to-face communicationo Assume body positions that display confidence, awareness

and friendliness and their oppositeso Express the feelings you intend through voice and body

languageo Set up a room to prompt or discourage formality or

informalityo Enhance your image when presenting to others (dressing,

appearance, all forms of manners)o Explain the impact your body language has in a guest

interactiono Be aware of the non verbal signals you sendo Use favorable body languageo Identify customer moods by examining clues (words they

say, tone of voice, body language)How to Use Positive words to Make A Positive Difference At the end of this session, participants will know how to:

o Specify the relationship between what you are and what you think

o Understand the relationship between price and benefitso Explain why optimism is practicalo Describe two ways words affect performanceo Give three reasons why repetition is importanto Describe the importance of how we speak and use positive

wayso Discuss negative and positive phrase examples, and the

impact these have on guest interaction

o Use the right words to demonstrate friendliness and courtesy

MODULE 7:ANSWER QUESTIONS AND ANTICIPATE CUSTOMER AND COLLEAGUE’S NEEDS QUICKLY AND EFFICIENTLY; OR, TAKE PERSONAL OWNERSHIP TO GET THE ANSWERS

At the end of this session, participants will know how to:o Identify the questions customers and colleagues ask most

ofteno Describe how you will go about getting answers to

customer/ colleagues questionso Discuss the significance of taking personal responsibilityo Describe the three action steps in providing options o Tab the MOT (moment of truth) in customer service

That psychological moment that helps your customer decide whether or not to come back to your organization for more products/services

o Identify the steps to anticipate customer and colleague Module 8:RESOLVE CUSTOMER AND COLLEAGUES PROBLEMS

At the end of this session, participants will know how to:o Understand the reasons and consequences when customers

stop coming to your organizationo Welcome customer complaints:  If customers complain,

that's good news! Why complains exist. What to do when a complaint arises. Positive results of working with complains and difficult customers

o Avoid from losing customers as it is disastrous.  Organizations make more money when customers keep coming back for more service

o Identify the associates emotions when being confronted by customers

o Use the S.T.O.P technique to take control of the associates emotions

o Identify the seven steps in the Recovery Process when solving customer and colleague problems

o Respond to customer and colleague problems and resolve them to the customer and colleague satisfaction

Managing Customers’ Complaints At the end of this session, participants will know how to:

o Complaints Management should be a planned process and customers’ complaints should be used to drive improvements through the organization

o Understand the impact of complainso Describe how organizations can deal proactively with

complaints and implement recovery systemo Turn problems and complaints into opportunities to win a

customer for lifeModule 9:DEVELOPING A CUSTOMER

At the end of this session, participants will know how :o Important it is to develop performance measuring system o To develop a `Daily Walk Checklist’

FOCUS PERFORMANCE SYSTEM

o To develop their individual personal action plan to work on for the next 3 months

o The service level provided by all levels of associates will be assessed by the executive team members, department heads and customers

MODULE 10:BUSINESS ETIQUETTE OF CUSTOMER SERVICE PERSONNEL

Etiquette has to do with our manner of personal presentation which covers courtesy, respect, common sense when relating to others and instilling a caring nature.  Etiquette is important to ensure that others feel comfortable with us, important when they are with us, enhances professional relationships and reduces stress at workplace.

At the end of this session, participants will know how to: Look professional for both gentlemen and ladies:

o Make-up techniques for ladies.o Professional hairstyles. Corporate dressing for both ladies and men.                      

Meeting etiquette:o The winning conversationalist.o How to present your business card.o The art of introduction.

Project confidence and deportment:o Smile and offer warm greeting to customers.o Identify the real message behind the body language.           o Use positive words to make a positive difference.o Answer questions and anticipate needs quickly and

efficiently.o Identify comfort zones.o The 4 qualities of professionals.o Exceptional customer service.

Program Methodology For maximum learning impact and retention, learning process includes: Case studies. Role-plays (output role modeling). Experiential learning. Developing action plan.

The willingness of participants to fully involve themselves in the experiential learning process is a prerequisite for this seminar and is crucial for the degree of individual success.

Target Audiences Executive Team Members. Department Heads. Supervisors. Line Associates (customer and non customer contact): Sales people, receptionists, telephone operators, clerks, and personnel in charge of

service, production, maintenance, warehousing, distribution, and accounts.

In order to embark into a new service culture, it is crucial for top levels within an organization to lead by example.

Duration: 2 days (16 hours)

For more Information, please kindly call us at 604-6467110 orEmail us at infor@synerflexconsulting.com

Website: www.synerflexconsulting.com