STELLAR CUSTOMER SERVICE TRAINING PROGRAMME

Date:    10TH August, 2017

Venue: Cleaver House, Barnes Road,  Accra

Fee:      GHS800

Programme Fee is GHS800.00 per  participant 

The fee is inclusive of Facilitation, MHI Global Course Materials, Toolkit, Lunch, Snacks and Certificate

For further enquiries/registration, contact:

Learning Organisation

Tel: 0302 999055

       0577 666652

       0571 139434

E-mail: esther@learningorganisation.net

Preamble

Strong customer relationships are essential to success in business today. And because customers—external and internal—actually want to be loyal to deserving organizations, such relationships hinge on the behavior of your service providers.

Creating Stellar Customer Relations is the foundational workshop of the Achieving Stellar Service Experiences system.

This workshop instills behaviors for acknowledging and responding appropriately to a customer's human needs—behaviours that often make the difference between losing a customer and keeping one for a lifetime. It was inspired by its predecessor, Achieving Extraordinary Customer Relations, a program that over the years positively impacted millions of participants in leading organizations around the world.

During the workshop, participants will participate in a variety of engaging individual and group activities, partner discussions, video demonstrations, role plays, and large-group discussions.

They have fun as they gain familiarity and confidence with the new concepts and skills.

PROGRAMME ROAD MAP

REACHING FOR STELLAR SERVICE

The purpose of this module is to explore the value of stellar service and the role of the service provider in achieving it.

Participants will be able to:

• Describe what stellar service is and the challenges of delivering it.

• Discuss the benefits of customer loyalty to the service provider, the organization, and  customers.

• Know their role in building customer loyalty.

• Find and take advantage of key defining moments in customer interactions.

• Identify and discuss the three (3) dimensions of service.

• Describe and apply four key qualities that customers—both external and internal— expect from stellar service.

• Use the four key service qualities to evaluate and improve the service they deliver.

CARING FOR CUSTOMERS

The purpose of this module is to help service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level.

Participants will be able to:

• Explain why meeting customers’ human needs is essential to their success as a service provider.

• Apply three skills that demonstrate their interest in and concern for customers.

•            Listen attentively.
•           Project a willingness to help.
•          Convey respect.

• Use four caring responses that communicate the customer’s value to your organization.

-          Acknowledge the customer and his or her situation.

 -          Appreciate something about working with the customer.

 -          Affirm something the customer has said or done.

 -          Assure the customer of good service.

Benefits of Good Customer Service

For the Customer :

•          Meet their expectations
•          Give them satisfaction
•          Give them reliable information

For Business :

•          Give good reputation
•          Bring new clients
•          Make you successful

For You as an Employee:

•          Gives you job satisfaction
•          Keeps you in a job
•          Pays your wages