Customer Service Workshops in the Philippines

Providing world class service shouldn't be an impossible quest-or a personal ordeal. Like an athlete constantly in training, or a musician perfecting an instrument, you need to develop, evaluate, pace, and manage yourself as well as your performance. That means work, but it also means celebrating a job well done. How you feel about yourself and the job you are doing- whether you love it or are overwhelmed by it-will inevitably be reflected in the quality of your work.

Total Duration: Eight hours

Program 101: Your Customer Service Experiences
Duration: 120 minutes

High-caliber customer service requires undivided attention and the ability to juggle multiple demands, including those made by customers with many different needs. This is activity commonly used by actors to help them relax and focus prior to performances. The activity is designed to focus the group on the learning ahead.

Learning Objectives
1. Explain what happens when customers are not give focused attention
2. Identify techniques to focus attention on the customers

Program 102: Prepare Yourself to Win the Lifetime Relationship
Duration: 120 minutes

Just as you build a building by laying the proper foundation, floor by floor, you must lay a similar foundation if you are going to build lifetime customer relationships. Before you can effectively serve your customers, you need to completely understand the market in which you do business, the products and services you offer, and the strengths and weaknesses of your competition. To best achieve a lifetime relationship with your clients, you want to be considered their trusted adviser.

Learning Objectives
1. Understand how customers get service value from your organization
2. Identify key customer needs where you can increase service value
3. Evaluate the experience you currently deliver, and set goals for the future
4. Create plans to add more value in customer needs

Program 103: Master the Art of Calm
Duration: 150 minutes

You're not any good to anyone when you are stressed up, stressed out, overwrought, anxious, moody, belligerent, nasty, and still waiting for that first cup of coffee. The emotional labor involved in modern service jobs can actually be more draining than lifting boxes or pouring concrete. All the good stuff built into your job will never be enough if you don't learn how to cope with and counteract the stress.

Learning Objectives
1. Be aware of stressors in their lives and their coping mechanisms
2. Practice stress-reduction strategies
3. Transform stress to success

Program 104: Always Be Learning: The Competence Principle
Duration: 90 minutes

The single most effective strategy for developing lifetime clients is focusing first on yourself and your skills. No matter how good you think you are, you should always ask yourself, "How can I improve?" "How can I better serve my clients?" The responsibility for doing this rests on you and you alone. To be successful in business, you must be open to learning how to improve. When you ask yourself, before a client has to tell you, how you can improve in business, you are one step ahead of the competition

Learning Objectives
1. Assess customer service skills.
2. Explain why continual improvement is the first step in developing lifetime customer
3. Demonstrate the three strategies for achieving continual improvement
4. Draft a plan to put continual improvement in action

Outstanding customer service is a tapestry of individual actions that are important in the customer's eyes. Most are relatively easy and simple to master. Combined together, they make the service you provide truly memorable.

How well you listen, understand, and respond to each customer, how you handle face-to-face contact, how you use the telephone, the words you put on paper, the way you anticipate a customer's needs, and whether you thank them for doing business with you, all contribute to your customer's evaluation of your efforts.

Properly combined and skillfully executed, these elements add up to outstanding service.

Total Duration: Twenty-four hours

Program 201: The Fundamental Principles of World class Customer Service
Duration: 150 minutes

Delivering World Class Service means creating a positive, memorable experience for every customer. It means meeting expectations and satisfying needs-in such a way that you're seen as easy to do business with. It means looking for opportunities to wow and delight your customer in unique and unexpected ways. The customer who experiences all that will be your customer again and again.

Learning Objectives
1. Identify the fundamental principles of world class customer service
2. Recognize the different levels of internal and external service
3. Understand why service must continuously improve to maintain customer satisfaction
4. Identify specific action steps to improve

Program 202: Creating Trust in an Insecure, Suspicious World
Duration: 75 minutes

Trust is the platinum standard of customer service. It is the glue that keeps customers coming back. The customer's faith in your word and belief in your promises are what saves you in those difficult times when everything seems to be going wrong. If you have made promises in the past and things have
turned out well, the customer will trust you when things go from good to bad to worse.

Learning Objectives
1. Find out what makes us trust people
2. Design ways to gain customers' trust.

Program 203: Do the Right Thing%u2026Regardless
Duration: 90 minutes

Doing the right thing is about deciding what the best thing to do is in a given situation. It involves making judgments about how to use your company's products and services on your customers' behalf-sometimes in ways they may not have asked for, or even thought of. It is about deciding whether to comply with a customer request.

Learning Objectives
1. Understand the difference between doing the right things and doing the things right.
2. Assess decision making skills when faced with a difficult situation

Program 204: Building Customer Rapport
Duration: 150 minutes

The stronger your relationship with your customers, the greater your opportunity for additional business. However, your time in front of a client is extremely short. You don't have much of an opportunity to make a winning impression. The first step to building trust is to develop rapport, which, simply defined, is a harmonious and sympathetic relationship.

Learning Objectives
1. Apply the powerful strategies for building lifetime customer rapport
2. Find common ground with clients

Program 205: Recognize the Voice of the Customer
Duration: 120 minutes

Listening is one of the most important and most underutilized business skills. Just as the ability to listen is critical to success in your personal relationships, so too is it critical to success in business. When you want to build lifetime relationships with clients, you must hear what clients are trying to convey.

Learning Objectives
1. Assess listening ability.
2. Understand what the customer really needs.
3. Identify the barriers to effective listening
4. Apply effective listening techniques

Program 206: Super serve your customers: Go the extra mile
Duration: 90 minutes

To help customers become more profitable and successful, you must "superserve" them. This means going above and beyond the normal call of service-going beyond what a customer would reasonably expect. In a customer's world, you bring added value. Superserving means truly making customers' jobs easier.

Learning Objectives
1. Identify ways bring greater value to customers
2. Share strategies of forming even stronger customer relationships
3. Highlight the importance of good manners in business

Program 207: Asking the Right Questions
Duration: 60 minutes

To exceed clients' expectations, we need to completely understand their needs. To understand needs, we must ask the right questions. No matter where you work in an organization, you will better serve your clients and find greater fulfillment in your work by asking better questions.

Learning Objectives
1. Develop questions to ask your customers to better serve them and develop lifetime relationships
2. Learn the importance of precise communication
3. Show how to ask the right questions

Program 2008: Gain Valuable Client Feedback
Duration: 60 minutes

Whatever your role is in an organization, getting client feedback is as simple as asking your clients, "How are we doing?" or "How can we improve?" You can pick up the telephone right now and call, or you can see clients in person. It does not matter how you ask for feedback; the point is that you do it.

Learning Objectives
1. Understand why feedback is critical in developing lifetime positive customer relationships
2. Design a useful client survey
3. Practice feedback mechanisms
4. Plan how to use the client feedback you receive to improve customer service

Program 209: Winning Words
Duration: 60 minutes

Words are just as powerful to adults. We are capable of bruising or soothing our customers with words; it all depends on how we use them. The service professional who can use words well gains a distinct advantage in the service transaction.

Learning Objectives
1. Identify the meaning behind "forbidden" words
2. Replace forbidden words with powerful and soothing words
3. Understand the customers communication styles

Program 210: Mind your non-verbal communication skills
Duration: 90 minutes

The words we speak, hear, or read are only a small part of the way we communicate with one another. Experts suggest that in face-to-face situations, at least 70 percent of what is communicated is done without speaking a word. This is called nonverbal communication. What is nonverbal communication? It's everything we don't say-our body language, what we do, how we act and react, and what we show to others when we are with them.

Learning Objectives
1. Understand the nine basic dimensions of nonverbal communication.
2. Demonstrate skills in non-verbal communication

Program 211: Techniques for Telephone Talk
Duration: 90 minutes

Using the telephone requires you to be more aware of your voice than at any other time. Customers cannot hear your facial expressions or see your nonverbal clues-like shrugs or hand gestures. They do form a mental picture of you based on the tone and quality of your voice. Your mood-smiling and happy or tight-lipped and angry-often comes through. That is why, before you ever pick up a telephone, you should take a moment to be sure that you are mentally prepared to deal with the customer on the other end. A pleasant phone voice takes practice.

Learning Objectives
1. Assess your phone style
2. Practice phone communication strategies

Program 212: Exceptional Service is in the Details
Duration: 120

Asked about the difference between memorable and mundane buildings, Swiss architect Mies van der Rohe responded simply, "God is in the details, the details, the details." What's true of quality architecture is true of quality service: If you pay attention to the details, the right details, customers will know, and notice, and come back for more.

Learning Objectives
1. Understand the importance of managing customers moments of truth
2. Map out customers moments of truth
3. Plan strategies to make the most of customers moments of truths.

Program 213: Good Service is Good Selling
Duration: 60 minutes

Sales and service are not separate functions. They are two sides of the same coin. Even if your title is customer service representative and a coworker is a sales associate, you both have the same ultimate goal: satisfying the customer.

Learning Objectives
1. Identify when selling is not a good service
2. Identify when selling is a good service

Program 214: Say Thank You
Duration: 60 minutes

Saying thank-you is as important today as when your parents tried so hard to drum it into your head. In your job, you need to say thanks to your customers every day. You need to sincerely value the gift of business they bring you-even if it may not be as exciting as electric trains and Barbie dolls.

Learning Objectives
1. Identify occasions when to say thank you to customers.
2. Identify ways of saying thank you to customers.
3. Practice saying thank you's

Get the Results You're Looking For!
Bring these powerful, high-impact training programs to your organization and show your employees that you're serious about their professional growth and achieving critical organizational goals and objectives.

Tailor the Training to Meet Your Specific Needs!
Jef Menguin will help you choose the appropriate courses for your organization and tailor each one to address your specific goals, issues, and scheduling concerns.

Maximize Your Training Budget!
On-Site Training allows you to train work groups, teams, and entire departments for less than the cost of traditional public seminars or other training options. Give your staff the skills, knowledge, and confidence they need to meet tough speaking situations head-on, realize their full potential, and perform at their peak.

Contact Jef Menguin today. Email him at inspire@jefmenguin.com or call +639204323632

Things do not always work out right. It's simply the law of averages. No matter how hard you try for perfection, sometimes you make a mistake. Sometimes your customer is wrong. And sometimes you just find yourself dealing with a difficult individual-someone who is never satisfied and tests your patience as well as your skills.

When things go wrong, it's time to play your trump card- your World Class Customer Service problem-solving skills. Being able to solve problems-to rescue the situation when it appears bleakest-is a key element in providing great service. It makes your job easier. It makes your company's business run smoother. It's a tremendous way to mend relationships with your customers and make them even more loyal.

Total Duration: Eight hours

Program 301: Customer Dis-service
Duration: 75 minutes

One of the best ways to understand what others want and don't want is to put ourselves in their shoes. Every one of us is a customer every day. At least once a day, usually more, we are the recipients of goods and services. And just like our customers, we know what we want and how we want it.

Learning Objectives
1. Demonstrate what happens if we treat our customers badly
2. Enumerate the things that we must avoid doing to a customer

Program 302: The Principles of Service Recovery
Duration: 60 minutes

Customers have recovery expectations, just as they have expectations of normal service. Some of those are easy to guess at: fix the problem, be quick about it, and show a little empathy for my inconvenience. Other customer expectations are less obvious and more subtle.

Learning Objectives
1. Identify the six principles of service recovery
2. Share experiences of excellence service recovery

Program 303: The Art and Science of Service Recovery
Duration: 150 minutes
If you continue to ignore complaints, the problems may not go away, but your clients surely will. You must learn to embrace complaints, to see them as opportunities to better serve clients instead of merely as problems to fix.

Learning Objectives
1. Identify the impact and opportunities of customers' complaints on your business
2. Evaluate the cost of not responding to complaints
3. Understand why no news from customers is not necessarily good news
4. Understand why clients leave
5. Find ways to turn angry customers into loyal, lifetime customers
6. Devise strategies to win back lost customers
7. Master the art of service recovery

Program 304: Dealing with Angry Customers
Duration: 150 minutes

Customer relations often "heat up" and challenge our abilities to be responsive. As customer-oriented providers, our job is to remain cool, calm, and collected, no matter how hot our customers get. Dealing with dissatisfied customers requires skill, knowledge, and grace.

Learning Objectives
1. Identify the tactics angry customers use
2. Learn how to keep self from becoming upset and unraveled
3. Maximize the angry customer's satisfaction
4. Apply strategies in handling angry customers
5. Apply strategies in handling obnoxious customers

What to Do Next Day
Duration: 45 minutes

Long-term success will occur with the constant application of these strategies. You have taken your time to attend this workshop, you have invested your money-now go out and reap your rewards. You may have heard some of these ideas before, and some may be new to you. Tie them together and apply them consistently.