PROGRAM SYNOPSIS:

Customer service is about an awareness of how people feel and an attitude of respect towards the people who interact with us in our business. It is also about developing a long term relationship – whereby customers not only receive immediate gratification but know that they are also cared for in the future. Hence, there are two major reasons to deliver customer service: repeat business and happiness. The Customer C.A.R.E Program exposes participants to the essentials of great customer service.

The program emphasizes on
C… Communicating [clearly communicating processes and expectations]
A… Appreciation [understanding customer needs through empathy]
R… Responding [responding and taking responsibility in creating a customer service culture]
E… Effectively [effectively and efficiently providing solutions]

The primary focus will be on identifying the standards of great customer service as well as simple yet insightful ways on how each member of a customer service chain can provide this great immediate service and building a long term relationship which will leave customers happy and satisfied.

LEARNING OUTCOMES:

At the end of the program, participants will be able to:

  1. Articulate the importance of great customer service in helping a business reap huge rewards.
  2. Demonstrate behaviors that will indicate a deep interest in helping their customers.
  3. Understand how their behavior impacts the behavior of others.
  4. Develop a personalized strategy for short term and long term customer care.
  5. Deal respectfully yet assertively with difficult customers.
BENEFITS TO THE ORGANIZATION:
  • Participants gain a better understanding on the importance of developing customer care. Effective customer care will effectively retain customers.
  • A renewed work culture where every person in the organization contributes to and is responsible for customer care.
  • Improved working relationship among team members only increases productivity in the workplace
OUR APPROACH TO THE TRAINING PROGRAM:

We work at a deep, emotional and practical level to ensure the participants take responsibility and be accountable to improve their own work performance and behavior.
Internalization: The program will allow participants to articulate and communicate the various issues surrounding customer service and how best to approach these situations.
Contextualization: The program provides and seeks to enhance key personal customer care competencies.
Actualization: Applying what is learned to the everyday scenarios in the workplace in a practical and effective manner.

TRAINING METHODOLOGY:

EXPERIENTIAL LEARNING: Workshop, Lecture, Role playing, Scenario Building, Group Dynamics and Demonstrations

DETAILED PROGRAM
DAY 1Understanding Customer Expectation
Learning Lab 1.1The Service Culture

  • The cost to organisations
Learning Lab 1.2Understanding Customer Expectation
Learning Lab 1.3The Psychology of Customer Care

  • Reframing Attitudes
Learning Lab 1.4
DAY 2Effective People Management
Learning Lab 2.1Personalities in the Workplace and personalities we meet
Learning Lab 2.2
Learning Lab 2.3Handling difficult and angry customers
Learning Lab 2.4
DAY 3Skills for Customer Care I
Learning Lab 3.1Effective Attending Behaviour

  • Listening Skills
Learning Lab 3.2Effective Attending Behaviour

  • Communication Skills
Learning Lab 3.3Developing a Personal Development Plan
Learning Lab 3.4Group Coaching Session
DAY 4Skills for Customer Care II
Learning Lab 4.1Communication Skills II

  • Capability
Learning Lab 4.2Communication Skills II

  • Proficiency
Learning Lab 4.3Telephone Skills & Email Etiquette
Learning Lab 4.4Group Coaching Session & Wrap Up

For more information on how we can customize these courses for your organisation’s needs, please contact us at :

CAREERsense@HELP , The Faculty of Behavioral Sciences
Wisma HELP, Jalan Dungun, Kuala Lumpur
Tel: Kimberly Leong  (03-2711 2000/ kimberley.leong@help.edu.my)