Customer Service Excellence Seminars

Customer-focused organizations believe that their best asset is their customers. This is why they expect their employees to deliver great customer service. However, great customer service doesn’t just happen. Training is an integral part. Through effective training, great customer service begins before the customer comes anywhere near the organization. Effective Training will also serve to ensure that employees buy-in to culture change sooner or later.

This training program is designed for use in organizations ready to commit to customer service and those interested in renewing their dedication to service excellence. Leaders, managers, and front-line employees alike will benefit from the experiences provided.

Customer Service Excellence is designed to build an appreciation of the value of customer service and an awareness of the behaviors that attract and repel customers and to provide practice utilizing effective service behaviors, the opportunity to assess the organization’s current customer readiness, and a forum to allow for the planning of effective, long-lasting customer-service

Training Objectives

This program will provide participants with the following opportunities:
To examine poor and positive customer-service practices;
To assess the organization’s “customer-service climate”;
To learn and practice effective customer-service behaviors; and
To develop personal and organizational customer-service improvement plans.

Who Should Attend

Leaders, managers, front-line employees, and everyone in the organization who shall have contact with customers

Learning Seeds
Customer Service Audit
Customer Service Hall of Shame
Myths about Customer Service
Customer Dissatisfaction
Dealing with Angry Customer
Satisfying the Dissatisfied
Hallmarks of High Caliber Customer Service
The Service Imperative
Creating Service Excellence
Personal Barriers to Customer Service
Service Slogan


Customer Service Audit

This is a self-audit designed to know the participants perception of the customer-service climate/effectiveness of the organization. In order to know where we need to go, we need to know where we are today. This will help tease out key information about where your organization is with regard to customer-service.

Customer Service Hall of Shame
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.

Customer Dissatisfaction
One of the most compelling reasons for providing quality customer service is the serious impact that poor service has on the service provider. Research demonstrates that it is five times more difficult to attract a customer than it is to retain one.

Dealing with Angry Customers
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.

Satisfying the Dissatisfied
Participants will have the opportunity to practice satisfying the dissatisfied. In addition to the multitude of strategies reviewed in the last activity, there are four basic service steps they can use in any challenging service situation.

Customer Service Hall of Fame
Participants should have a pretty good idea about what they want to avoid doing to their customers. The group is going to focus its efforts for the rest of the day on developing positive customer relations.

The Service Imperative
When organizations develop a customer focus and train employees to deliver high-caliber customer service, they can count on an increase in customer satisfaction. Organizations will keep customers and keep them happy, will bring in new customers, and will develop new customer markets.

Creating Service Excellence
The bulk of the time remaining in the program will be devoted to planning for service excellence. Participants will develop a service strategy—a list of actions their organization could take to improve its customer service.

Personal Barriers to Customer Service
Participants have one final and very important area to cover before parting—their own personal barriers to effective customer service. Sometimes, even the best, most customer-oriented employee does not operate at a “full service” level. On these days, or in these moments, we run the risk of alienating our customers, sending them into the open arms of our competitors.

Service Mantra
Participants will generate their own funny, creative, or powerful slogans that will help them maintain a focus on the importance and value of the customer or help to convey to customers their value to the organization.

***
Jef is a conscientious teacher, mentor, and trainer. A supportive person, he makes his students feel comfortable and subtly pushes his clients to the best they can. His workshops are lively and very enjoyable. Everyone he taught at the Farm at San Benito is thankful for the valuable lessons they learned from him. He is an excellent communicator, speaker and leader.

Perla E. Rempe
President, THE FARM AT SAN BENITO
http://www.thefarm.com.ph/

How to Get Customer Service Excellence Workshop?
Have your in-house Customer Service Excellence workshop. Contact Jef Menguin today at 09204323632 or through the Contact Us page.

We will schedule a public seminar for customer service in the Makati area.  If you are interested to attend and you want us to send an invitation to you or to your company, feel free to email us

service@jefmenguin.com

We will send you invites to the Customer Service Excellence workshop.

If you are interested to bring this seminar on this page to your company, send your inquiry to Ms Catherine Ledesma: metroseminars@jefmenguin.com

Thank you.

Jef Menguin