Transforming Your Customer Service into Business

Opportunities

Course Description
Many companies claim to have excellent customer service. But in reality there are
only a few great customer service providers in today’s society. Long gone are the
days of the “service station” and the corner drug stores.
Developing a successful customer service organization requires an ongoing,
strategically driven effort that integrates learning seamlessly with the job. This course
introduces Branding and Customer Loyalty as part of building excellent customer
satisfaction in an organization.
Participants will be equipped with the knowledge, skills and feedback mechanisms
necessary to accurately understand and improve effective partnership with
internal/external customers. Participants increase their personal effectiveness by
learning and applying critical customer service behaviors in real life situations with
their customers.

Who should attend?

This program is ideal for Manager, Executives & Officers in Sales, Marketing,
Customer Service and Business Development who wish to achieve customer service
excellence.

Duration
2 days

Course Outline
 The importance of customer
service excellence today
 Creating the Branded Customer
Experience – Branding and
Customer Loyalty
 What is your Customer Service
DNA?
 Understand your customers needs
and beyond – The Kano Model
 The Cycle of Customer Service –
Moment of Magics
 Voice of Customer in designing
the right services and products –
Focusing in effective
communication (internal and
external)
 Advertising versus Reality – how
do we close the gaps?
 Knowing your customers –
Internal vs. External
1
 The Brand Obsessions - Blending
customers into the brand and
values
 What is your Brand Personality?
 Employees make the difference –
A Personal Development
 Holistic Team Approach in
building customer satisfaction /
loyalty
 The Emotional Intelligence in
connecting with Customers
 5 Component of Participative
Management Style
 Customer Service Performance
Standards
o Establishing Standard of
Performance
o Measuring Performance
Against Standard
 o Rewarding Exemplary
Service Behavior – The
Correct Strokes method
 Maintaining Enthusiasm for the
Customer
 The FRED Factors
 Companies That Care – What is
your brand / image in customer’s
perspective?
o Analyzing your Company
Vision and Values
o Creating the Service
Excellence Energy inside-
out – The ‘FISH’ Method
 Handling Complaints and Angry
Customers
 Handling Difficult customers
o What are the types of
customers?
o Techniques to handle
them
o Understanding self and
customers
 Potential Roadblocks In Effective
Customer Service
 Benchmark yourself against your
competitors – What Changes you
want to make to match the
customers?

Learning Process

Case studies, small group practical exercises, small group discussion, facilitator
presentations, skill practices, application planning and walk-through simulations.