PROGRAM :Magnetic Customer Service
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INTRODUCTION
Quality customer service is the foundation upon which an organization’s success and profits are built. You may have an excellent product, well-qualified staff and the latest infrastructure to deliver it, but if your staff lack the proper customer service training, the client will gravitate towards your competitor. Having magnetic customer service means more than just implementing a variety of customer-care strategies. The customer service you provide must come from having an understanding of the diversity of customers and using that understanding to become more effective in managing your customers.
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METHODOLOGY
| Lecture |
20% |
| Experiential Activities |
60% |
| Group-discussion |
10% |
| Presentation |
10% |
| Approach |
Indoor role-play, with selected outdoor activities |
Workshop style
Fun yet effective hands-on activities will be prepared for the participants to introduce key concepts in making public presentations and to encourage them to give real presentations that can be used in the course of their work. Outdoor activities (including but not restricted to cool open areas in the training venue’s vicinity, or at the venue-hotel’s lobby) combined with indoor fun brain-storming sessions will be adopted and adapted to the levels of the participants. |
WHO SHOULD ATTEND?
This workshop is ideal for participants from the following categories:
- Front-line staff of retail organizations
- Customer-service personnel of sales and service companies
- CSR managers
OBJECTIVES
Many customer-service courses today focus on superficial activities that merely give a cursory understanding of customer service. After attending those workshops, participants leave with a concept of how important customer service is, but as far as gaining psychological techniques to actually manage customers, the emphasis is lacking. On the other hand and at a higher level, Magnetic Customer Service, as an interactive workshop, is designed to provide customer service personnel with a practical foundation towards managing and serving today's increasingly diverse and sophisticated customers using psycho-physiological interventions.
Overall, the training outcome will encompass:
- Learning how to manage the various types of customers
- Removing ineffective attitudes that hinder effective customer service
- Building a corporate culture of excellent service
- Learning how to handle difficult customers
Workshop Layout
The workshop will focus on the 4 major points of magnetism:
| Personality |
You will be introduced to the 8 categories of customers, how to recognize them and how to serve them according to their unique preferences |
| Breakthrough |
You will overcome the psycho-physiological barriers that sometimes hold you back from providing your best |
| Culture |
You will be immersed in how to create a service-oriented culture in your workplace |
| Interaction |
You will be equipped with psycho-physiological tactics to handle difficult customers |
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COURSE CONTENT
1st Day
“Personality” – Part 1 and 2
These sessions before lunch will introduce the 8 categories of customers based on the Meta-Programs of NLP, how to recognize behavior patterns under each category and how to manage the unique preferences of each type of customer
- Understanding and serving the Representational System Customer
- Understanding and serving the Self-Others Referential Customer
- Understanding and serving the 3P Customer
- Understanding and serving the Pain-Pleasure Customer
- Understanding and serving the Problem – Solution Customer
- Understanding and serving the Global-Detail Customer
- Understanding and serving the Temporal Process Customer
- Understanding and serving the Match-Mismatch Customer
“Breakthrough” – Part 1 and 2
These sessions after lunch will not only investigate the psycho-physiological barriers that prevent customer service personnel from performing at optimum service levels, but will also help create positive attitudes and behavior patterns in reaching and maintaining those levels.
- Discovering your hidden barriers to service
- Facing your subconscious perceptions towards certain customers
- Demystify your unspoken limitations in reaching a higher standard
- Untying your hidden service potential
- Unleashing your internal resources for improved customer service
- Engaging the customer from a positive psycho-physiological level
2nd Day
“Culture” – Part 1 & 2
These sessions before lunch will touch on how an organization / service department operates as a psychological entity and on how it can be cultivated to be top-notch in providing the required service.
- Diagnosing the prevailing service culture in your department / organization
- Understanding the importance of creating a workable culture of service
- Coalescing personal culture with corporate culture in servicing your customer
- Applying an effective vision and mission in customer service
- Using subconscious visual reminders to improve service
- Creating a result-driven system for customer service
“Interaction” – Part 1 & 2
These sessions after lunch will emphasize the various people-skills in handling difficult and demanding customers.
- Recognizing traits of difficult and demanding customers
- Using your environment to subdue angry customers
- Engaging your customer from a position of strength & a spirit of service
- Controlling your own anger and frustrations
- Salvaging potentially explosive scenarios
- Questioning skills to get to the root of complaints
Administrative Details
- Participants will be provided with a workbook / handout pack
- Formal attire is very much encouraged
- Workshop will start according to the schedule – so please be punctual
- Ideal attendance: 10 – 15 pax
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COURSE TRAINER
Course Content
