WIN THE CUSTOMER, WIN THE COMPETITION
A One-day Corporate EnterTRAINment on Advance Customer Service
Advance Customer Service Training in the Philippines
ENTERTRAINMENT DESCRIPTION:
Some organizations just focus on the financial bottom line, that is, making money out of the business, not recognizing that money is not something they just pick from trees but instead they earn from the products and services that customers buy from them.
Because of this, the center of it all ought to be the buying/paying customers. If it itsn’t for the patrons, the company would go bankrupt and close. Therefore, it is important that they are served well and are always happy with customer service by educating, equipping, and encouraging our front liners to have the knowledge, skills, and attitude to provide excellent customer service.
This one-day Advance Customer Service Training in the Philippines EnterTRAINS the target employees on the needed cognition, competencies, and character to be an excellent customer service provider on an advanced level.
ENTERTRAINMENT GOALS & OBJECTIVES:
At the end of this one-day Advance Customer Service Training in the Philippines program, the participants should be able to:
- Analyze their customer needs, be it as a request or as a complaint, better.
- Be empathetic and listen actively in order to put themselves in their customers’ shoes better.
- Communicate assertively so they are able to balance the company’s interests and the customers’ intents and needs.
- Handle irate customers and their situations professionally.
- Provide their customers with a world-class customer service be it over the telephone or in person.
ENTERTRAINMENT OUTLINE:
MODULE ONE: ROOT CAUSES OF CUSTOMER COMPLAINTS – THE PSYCHOLOGY BEHIND THE HEIGHTENED EMOTIONS
Subtopic: Rage Triggered by the Customers Themselves
- Bad mood
- Annoyance from the long hold
- Bad product or service experience
- Bad past/prior customer service experience
Subtopic: Rage Triggered by the Frontliners’ Themselves
- Something said
- Something done
- Incompetence
- Indifference
MODULE TWO: ACTIVE LISTENING AND ITS ROLE IN DEALING WITH COMPLAINING CUSTOMERS AND PACIFYING THEM
Subtopic: Barriers to Active Listening
- Internal Barriers
- External Factors
Subtopic: Levels of Listening
- Pretending
- Ignoring
- Selective
- Attentive
- Empathic/Empathetic
- Active
Subtopic: Components of Active Listening
- How to listen actively despite the customer’s aggression or rage
MODULE THREE: ANGER MANAGEMENT FOR FRONT LINERS
Subtopic: Controlling Pent-up Emotions
Subtopic: Containing Anger Bursts
MODULE FOUR: PACIFYING AN IRATE CUSTOMER
Subtopic: Deescalating a Request for Supervisor
Subtopic: Diffusing the Bomb
MODULE FIVE: THE USE OF EMPATHY AND SYMPATHY
MODULE SIX: THE POWER OF SETTING EXPECTATIONS
MODULE SEVEN: WORKING OUT A COLLABORATIVE SOLUTION
Subtopic: How to Arrive at a Compromise or Collaboration
MODULE EIGHT: POST-SERVICE RESPONSIBILITIES
Subtopic: Self-Assessment
Subtopic: Follow-ups or Follow-throughs
- Maintaning a log/record of post-service monitoring and commitments
ENTERTRAINMENT METHODOLOGY:
The trainer-facilitator will conduct the training sessions utilizing the following methods of teaching:
- Interactive Discussions
- Sharing of Best Practices
- Objectives-related Icebreakers, Energizers, and Activities
- Use of Video with Debriefing/Processing
- Break-out Sessions
Check out our other Customer Service-related training programs below:
Customer Service Training in the Philippines
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