Customer Service Workshops
Workshop series # 300
Customer Service – NOW!
"Treat every customer as if your world revolves around them … it does."
Improving Customer Satisfaction, Loyalty, and Profit!
In general, the quality of customer service is measured by:
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Reliability |
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Availability |
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Competence of servers |
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Courtesy of service |
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Security |
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Comfort of customer surroundings |
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Communication |
These are the subjects we discuss in our workshops!
"Customer service is the lifeblood of any organization. Everything flows from it and nourished by it. Customer service is not a department, it is an attitude."
Customer service is delivered through people skills.
The below outline describes this one day workshop:
| Synergy, Teamwork, and Service Excellence | ||||||||
| A brief recap of Service Management | ||||||||
| Cycles of Service | ||||||||
| The Service Triangle | ||||||||
| Customer Service in relation to:
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| The concept of Emotional Labour | ||||||||
| Customer Service and Internal Service | ||||||||
| Developing the Service Strategy | ||||||||
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| Service Tomorrow | ||||||||
| This is a workshop for: | ||||||||
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Index
of a Workshop 1.
Definition
& Understanding of Customer Service Ø
Customer Service and
the organization’s mission statement Ø
Elements of Customer
Service Ø
What is Customer
Service? Ø
Customer .Needs Ø
Front Line People Ø
Report Card 2.
Communication
techniques for effective Customer Service Ø
Communication: Its not
all talk Ø
Voice Ø
Non Verbal
communication techniques Ø
Kinesics Ø
Proxemics Ø
Paralanguage Ø
Image o
Communication
techniques over the telephone §
Positive Mental
Attitude 3.
Delivering
Customer Service Ø
What do you want to
deliver? Ø
What are you
delivering? Ø
Content of “Customer
Service Delivery”. Ø
Systems, Strategies,
and Plans Ø
The service triangle 4.
Customer
Service and Quality Ø
Customers’
perceptions Ø
Customer Service
Providers’ attitude Ø
Communication of
attitude 5.
Customer
Service and Profits / Salaries Ø
What effects profits? Ø
Great Customer Service
and Great Self Benefits Ø
Going the “Extra
Mile”. 6.
Using
the Funny Side in Customer Service Humorous anecdotes Building rapport with humour Urgency breakers Taking your job seriously, and yourself lightly. 7.
Summary Ø
Top qualities of
Excellent Customer Service Providers. Ø
Internal Customers: o
“If you are not
serving a Customer, you better serve somebody who is serving a customer”. 8.
Plans
for putting Theories into Action Ø
Insanity: ·
Doing the same thing
over and over and expecting different results! Bibliography Ø List of relevant reading material
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