About this Course

This course will help you to appreciate the importance of focusing on customers and meeting their specific needs. The main emphasis is communication and how effective communication can ensure the establishment and maintenance of customer-centric service. Through case studies, video presentation and discussion, participants will be introduced to the principles of customer-centric service. 

This course will also help participants identify their specific service functions and set targets on performance indicators which they can use to measure and continuously improve for their overall service excellence.

Learning Outcomes:

• Understand customers and map out their specific needs
  
• Know the motivation behind customer behaviour and their actions
  
• Learn to communicate effectively in order to enhance service levels
  
• Learn to make sincere efforts to help customers regardless of outcome
  
• Foster a sense of ownership and accountability to build a genuine customer-centric culture
  

Course Outline:

• Identifying your Specific Customers
  
• Mapping out the customer's needs
  
• Knowing what motivates your customers
  
• Group Activity: Identifying customers and their needs
  
• Video: The Invisible Customer – How to detect customer needs and provide solutions
  
• How Customers Interpret Us (our visual, verbal and vocal responses)
  
• Questionnaire to measure current service levels (self-evaluation)
  
• Personal Encounters (Participants share negative and positive examples)
  
• Four strategies in handling challenging situations with customers
  
• Communication skills (verbal skills including the use of positive language and courtesy)
  
• Listening and clarifying to enhance empathy and positive relationships with customers
  
• Making sincere efforts to serve – Qualities of a good service provider
  
• SMILE – Video on how to foster a sense of ownership and build relationships
  
• Summary for key learning points and Q&A
  
• Action plan for Better Customer Service (Personal goal setting)
  

Who Will Benefit?

Service personnel at all levels handling face-to-face and telephone contacts.

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