customer_service

CUSTOMER SERVICE EXCELLENCE

1 Day Miniclass

2 Day Masterclass

PROGRAMME DESCRIPTION

Piran Consulting Pte Ltd Customer Service Excellence | Page 2

Customer Service is a key element of numerous business lines and activities, encompassing multiple users, clients, geographies and cultures. Piran Consulting offers both a 1 Day Miniclass and a 2 Day Masterclass, focused on Customer Service Excellence. These are focused on the core elements of human capital, encompassing various areas of soft skills, which can be advanced to benefit the individual, as well as the team, creating additional synergy.

This training provides a strong platform for future growth and development, allowing individuals to take away core concepts as well as providing them with thought provoking ideas and discussion points. Key points here will allow individuals to continue developing in their corporate environment, adding value to the bottom line and improving the service offered to clients.

LEARNING OBJECTIVES

Explain what customer service means in relation to internal & external customers.

Recognise how attitude affects service standards.

Master ways to develop & maintain a positive, customer focused attitude.

Develop needs analysis techniques to better address customer needs.

Apply outstanding customer service techniques to generate return business and client loyalty.

Practice techniques for developing good will through in-person customer service.

Formulate take away techniques for service excellence over the phone and via digital engagement.

Master techniques for dealing with difficult customers.

Acquire tools for recovering difficult customers.

Those working in front line customer facing roles, both internal and external.

Individuals and teams involved in the resourcing and recruiting of candidates.

Individuals and teams involved in business development, account management, sales, marketing, and events.

Entrepreneurs, business owners, leaders, and managers with teams building revenue generating capacity.

Anybody involved in RPO, hiring of staff, or managing a recruitment process.

Retail staff from across the spectrum of sales and customer engagement.

WHO SHOULD ATTEND?

EXPLAIN

MASTER FORMULATE

APPLY

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RECOGNISE DEVELOP


1 DAY MINICLASS

LEARNING OBJECTIVES


Who we are and what we do

Who are customers (internal/external)?

What is customer Service?

Who are customer Service Providers?

Setting Goals

The Importance of setting Goals

Setting SMART Goals

Identifying and Addressing Needs

Understanding the customer's problem

Staying outside the box

Meeting basic needs

Going the extra mile

Generating Return Business

Following up

Addressing complaints

Turning difficult customers around

Giving Customer Service over the Phone

The advantages and disadvantages of telephone communication

Telephone etiquette

Tips and tricks

Providing Digital Customer Service

The advantages and disadvantages of digital communication

Understanding netiquette

Tips and tricks

Examples: chat or e-mail

Handling Objections

Common Types of Objections

Basic Strategies

Advanced Strategies

Recovering Difficult Customers

De-Escalating anger

Establishing common ground

Setting your limits

Managing your own emotions

Understanding when to Escalate

Dealing with vulgarity

Coping with insults

Dealing with legal and physical threats

2 DAY MASTERCLASS

CONTENT OVERVIEW


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TOPIC MODULE OBJECTIVE OUTCOMES

First Impressions

Everyone to introduce themselves. Taking a look into who you are and what you want, as your client will want to know.

How do you make a good first impression? Ways to set the scene to build rapport and create a good introduction; you only get one chance to do this.

Types of Questions

A detailed look at different types of questions (open, closed, assumptive, leading, tag, alternative and power statements), tied into the ability to listen for expanding on individuals ability to information gather.

Prioritisation

Work through the ‘6 Points of an Opportunity’ to effectively prioritise our workload. How do we effectively analyse which of our opportunities have the highest priority? And why is it critical to do this?

Look at ways to make a strong first impression, including preparation, physical characteristics, discussion points and staying calm.

Sales professionals need to be comfortable talking to a group of strangers so a good way to assess people’s current background and skills as well as their individual objectives.

Analysing a variety of questions types, and avoiding the use of double questioning.

Demonstrate the need to ask effective questions; without this we cannot get a good grasp of the client’s needs, which is fundamental for our process.

Discussing ways to help individuals assess where their highest priorities are, and for them understand why we categorise in this way.

Focus on MAN (Money Authority Need) and client needs, as well as client priority; is this really a critical opportunity?

Engage the Consultants to introduce the concepts of the course and develop ideas around how to engage others.

A solid ice-breaker whilst also teaching them the fundamentals of how to create a lasting and positive first impression.

Consultants should have an idea of when and why they would use different types of questions, and the benefits and drawbacks of these.

Essential for them to understand the need to ask open questions to gain information they can use later in the pitch, as well as for review and clarification.

Imperative to understand that not every client can be our top priority, so need to assess, grade and prioritise.

Helps with effective management of their role, and their reporting requirements.

Works towards a better understanding of pipelines.

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The Art of Listening

Discussion on how to listen effectively. Too many people spend lots of time talking but not enough listening. Why is it important to listen?

Refer back to course introduction to see who listened intently to pick up the ‘unusual’ information thrown in.

Introduce basic listening concepts, including how to make notes whilst listening and being attentive.

Highlighting the importance of ‘two ears one mouth’; intelligence gathering for future use.

Listening but not interrupting, which is key for rapport building.

Crucial highlighting of listening to understand, and not listening to respond.

Individuals not only need to understand the ways they can listen to effectively gather details but also the importance of this.

Demonstrating the usefulness of listening to those comments not deemed ‘important’; those that are off track can be key to building relationships and enhancing the chance of closing.

2 DAY MASTERCLASS

CONTENT OVERVIEW


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Wishes and Goals, Needs and Wants

Understanding the key drivers behind Wishes and Goals are essential; what you Wish for and what your actual Goals more often than not differ hugely. How do people, including our clients, set achievable Goals? And how can Individuals find out what these are? By getting to the centre of this concept individuals are in a superior position of power and control.

Fact Finding Needs Analysis

By looking at how to determine what are the ‘needs’ and what are the ‘wants’, we will work on getting to the specifics of what is required and what is an added bonus. We use previously discussed techniques on questioning and listening to pinpoint the information which is of most benefit.

Building a Pipeline

What do we mean by pipeline building, and how can this be measured? A look at assessing where we are now with a view on future development, ensuring we always have a number of options available.

An analysis of individuals Wishes and Goals helps highlight the difference here, and the gaps that exist between the two. How are our Individuals setting their own life Goals?

Goals will be set by FSA and these must be used as a basis; SMART objectives help us to work with focus and objectivity, removing emotion but also providing reward.

This not only fulfils Goals but can also propel people towards their wishes.

Understanding Fact Finding Needs Analysis; what is it, and what are the differences between needs and wants?

Who, what, when why, where, how? How do you understand the responses to get to the client need?

How to decide when to go for a positive and for a negative approach; the benefits and drawbacks of these, particularly for relationship building.

MOSCOW – what does this mean and how can you pull information from the client by using this principle.

Assessment of processes that need to be implemented to effectively build a pipeline. At what stages may there be have various options and what sort of dropout rates might Individuals be looking at?

Individuals will look at how they can always keep a steady flow of deals in the pipeline, so even if some drop they have others to back up. Talking through the rollercoaster idea and the funnel, and how to patch up a hole in their pipeline.

It is important for Individuals to understand that both candidates and clients will have Goal and Wishes, but they need to be able to identify the key Goals in order the set objectives for success.

A focus on a client’s Wish may lead to a wild goose chase, whereas a detailed idea of Goals can give access to specific measurable, as well as building our trust and rapport.

Individuals get to the point where they understand what it is they are really looking for.

It is essential to highlight the idea between needs and wants for their career.

Understanding the dangers of the negative approach and how we can end up in a trap here; does a negative approach really build the trust, confidence and relationship we are looking for?

This is a critical concept and one of the easier to manage and measure, although it takes consistent effort to maintain and develop.

What drivers can Individuals instil to always have a full pipeline? How can they amend these motivators if things are looking down?

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2 DAY MASTERCLASS

CONTENT OVERVIEW


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The Art of Selling

How can we effectively sell without being a salesman? Working on the trust, confidence and rapport we have built, we can develop influence to continually sell in a positive and proactive, but not pushy manner.

Objection Handling

It is accepted that at various points you will have to deal with objections; but they must be dealt with and not simply ignored. Otherwise they never go away but come back to haunt you.

Negotiation Tactics

How can you manage negotiation strategies before the negotiation even begins? We will consider elements contributing to negotiation success or failure, as well as analysing your clients best alternatives, to assess your likelihood of negotiation success.

Look at the Time/Quality/Cost management triangle; how can Individuals use this with regards to our client conversations?

FAB: Feature, Advantage, Benefit. What does this mean and why is this an essential tool for Individuals to use?

Discussing the concept that people buy from like-minded people.

Looking at various methods to deal with objections, especially the need to listen to the objection itself.

Individuals can then move on to questioning the objections to develop understanding before they try and rebut.

People are looking for solutions so creativity will be reinforced; what can individuals do to move on with objections?

What are typical negotiation avenues, strategies, and tactics?

Using information that we possess, as well as best estimates and educated guesses, to effectively negotiate.

From the simples strategies through to more advanced ideas, a detailed look at a variety of techniques at our disposal to become effective negotiators.

Working back to what the Need is, using this as our crucial selling point to beat our competitors.

This can be taught and developed but these ideas allow insight into core concepts and fundamental sales structures.

It is important to not appear to be a pushy salesman; with a detailed approach, Individuals will get an idea of how they can best focus on client objectives, relating this back to their candidate and promoting them in the most positive light.

This session helps to build confidence, as there are frequently roadblocks in all business relationships.

Individuals develop methods to overcome objections by questioning and understanding them, then looking at ways to solve the issues that have been raised.

It is not enough to simply try and push through raised objections and concerns.

Manage negotiation strategies before the negotiation even begins.

Consider elements contributing to negotiation success or failure.

Analyse your clients best alternatives, to assess your likelihood of negotiation success.

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Motivation, Pattern and Routine

Customer Support can be a mentally challenging role. What can you do to remain focused, committed, and motivated? How does this tie in to your corporate culture and practices, and what rewards are individuals looking for?

Customer Support is full of patterns and routine. How can these be used to generate a strong awareness of Individuals motivators and a constant pipeline of opportunities?

Thinking about individual situations we can look at Individuals optimism and pessimism levels and see what stress factors they have. This gives an idea into how they are best able to cope with the demands of this industry.

Motivation comes in different ways to different Individuals but is essential in this industry.

Patterns and routine can help but Individuals will also look at how they can work with focus; going back to their SMART objectives to see if they have managed to adequately understand the concepts of specific targeting.

2 DAY MASTERCLASS

CONTENT OVERVIEW


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Operational Management

The role of an individual is busy, and in a proactive working environment, it is essential to have adequate planning and management to work in an effective manner.

Time management, critical planning, organisation and database management are vital elements which need to be ingrained into all Individuals in the initial phases of their role.

The Perfect Meeting

Preparation for meetings is critical and the elements involved are numerous and complex for Individuals. The information they need before the meeting, coupled with what they are trying to achieve, will shape the meeting success.

Non Verbal Communication

Most communication is non-verbal, so physical approach, facial expressions, and hand gestures are key.

What can be done to mitigate the negatives and promote the positives?

How do Individuals plan their day, the work they do and their short, medium, and long term priorities?

What may be the easiest is not always the best. It is necessary to look at how you approach your daily, weekly, monthly, and annual cycles to prioritise roles and maximise sales success. Landing a few big fish is not always enough.

Administration is everyone’s responsibility, and this session will look at how, when and why this is done, as well as what can be done to make this more efficient and user friendly.

What are the goals for the meeting? Do Individuals have all the details settled in advance?

Using an agenda to conduct a balanced, useful discussion, but not running an interrogation.

Focused ideas built around a meaningful dialogue.

What should Individuals avoid in meetings? How can they bring control to the proceedings?

Following up in a timely manner to show commitment and building rapport and trust, demonstrating understanding to your client or candidate, and confirming if your understanding is correct.

Develop ideas around other forms of communication, including physical mirroring.

Where do you look when you are listening and speaking? And why?

How can Individuals seem more engaged in their clients to show empathy and understanding?

A critical set of skills for all employees, this session will imbue practical tips and planning techniques to increase every individuals ability to maximise revenue generation.

Natural ability can be aligned with tested techniques to aid in the regular planning and reporting ability to all employees.

This is a personal industry and so these connections are critical. Individuals will learn to prepare, conduct, manage, and follow up on meetings in an effective and useful manner.

Common pitfalls and mistakes will be discussed to give Individuals an idea of what and how to best plan, as well as what to do should things not go to plan.

Allows the Individuals to interact without speaking, and to show attentiveness to build rapport whilst listening.

Individuals will look at mirroring techniques to engage with others and create a comfortable environment.

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Customer Service Excellence | Page 9

TRAINING METHODOLOGY

Professional facilitators carry out our training with well-developed group and classroom management skills in a non-critical environment, which encourages individuals to practice skills that are being taught. We do not sit individuals down and talk through a stack of PowerPoint slides; we engage them and discuss core ideas and concepts to bring out ideas and energy, cementing the business, leadership, and management principles we are promoting. We do not focus on an unattainable set of KPI’s, but rather achievable principles that can be readily utilised, adapted, and developed in an everyday working environment.

Discussion points and simulations, aligned with a structured training plan and real life scenarios, allow individuals to develop the skills necessary for success. Handbooks will be used, but individuals are encouraged to make use of the sessions to take their own notes, practising the vital skills which are vital in their role, learning how to process and store information which they will later be required to recall and implement for continued success and business growth.

SIMULATIONS SCENARIO ROLE PLAYS GROUP DISCUSSIONS

GROUP ACTIVITIES INDIVIDUAL ANALYSIS VIDEO REVIEW

LECTURE PEER REVIEW PERFORMANCE

Customer Service Excellence | Page 10

FACILITATOR PROFILE

MANAGING DIRECTOR

Sam is based in Singapore and brings an extensive background in sales, marketing and professional training to Piran Consulting, having started his career as a recruiter and head-hunter in London, trained within the SThree Group. He spends significant time in numerous jurisdictions carrying out engagements for a wide variety of different stakeholders, so is well placed to provide solutions for your needs.

Alongside his role at Piran Consulting, Sam runs a content publishing and development organisation head-quartered in Sydney, Australia, focused on competency based development and organisational improvement. Previously, he helped develop a financial services organisation from a small office to a multi-million-dollar operation. The role centred on the development of training frameworks and standards throughout the Asia Pacific region, using existing and new ideas to develop training and education systems within financial services.

Sam is a qualified adult educator, possessing the Advanced Certificate in Training and Assessment from the Workforce Development Agency and Institute for Adult Learning. He is also a registered Enrichment Trainer with the Ministry of Education (Singapore), and holds a Diploma in Anti Money Laundering and is a Certified Compliance & Ethics Professional (International).

He is a member of the Singapore Training & Development Association, Singapore Institute of Directors, the Adult Educator’s Network, the Australian Chamber of Commerce in Singapore, and the International Compliance Association. He is also a certified Leading Dimensions Profiling trainer, accredited by Leading Dimensions Consulting, and a Council Member with the Gerson Lehrman Group. He possesses a BA (Hons) from King’s College, University of London.

As well as managing Piran Consulting, Sam also consults for Hummingbird Pte Ltd and Walter Brooks Pte Ltd, and is a faculty member for the Financial Training School, as well as teaching on the Graduate Diploma in Organisational Psychology, both with the Aventis School of Management.

Sam Gibbins

Piran Consulting Pte Ltd

UEN 201607002C

© Piran Consulting 2016#15-01 120 Robinson Road, Singapore, 068913

[email protected]

Piran Consulting Pte Ltd

CUSTOMER SERVICE EXCELLENCE

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