What We Will Achieve in this Program

Our Learning Objectives

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

1. identify customer expectations (external and internal customers) and prepare action plans to address them;

2. identify positive attitude work in general and towards customers and customer servicing;

3. practice habits for boosting self-esteem amidst a stressful work environment;

4. build awareness of the importance of excellent customer service – to customers, the organization and the customer

contact person;

5. build SKILLS and confidence TO MEET and, whenever possible, EXCEED customers’ personal needs and their

practical needs;

6. create understanding that excellent customer service requires thorough PREPARATION, effective customer

INTERACTION, and timely FOLLOW-THROUGH activities;

7. build SKILLS to better handle difficult, unexpected, or challenging customer situations;

8. better understand and appreciate the critical role Leaders play in developing and maintaining Service Excellence

skills;

9. learn how and when to “LEAD BY EXAMPLE” through modeling Service Excellence skills;

10. develop an action plan for encouraging and supporting the staff before, during and after they participate in Service

Excellence training;

11. recognize the importance of encouraging and involving your people in constantly improving customer service;

12. learn how you can support the personal and organizational initiatives of your people;

Our Learning Experience: Topics in Each Activity

Module # 1: LAYING THE FOUNDATIONS

• Why Are We Here?
• Orientation and Briefing – Program Overview and House Rules
• All About “Brands”: “Are You Brand Conscious?”

Module # 2: THE SERVICE CHALLENGE

• The Power of Service
• Identifying All Our Customers (External and Internal)
• Value of The Customer
• Worst Customer Service Experience
• YOU Can Make the Difference

Module # 3: FEEL GOOD ABOUT YOURSELF FIRST, THEN MAKE OTHERS FEEL GOOD

• Why We Often Don’t “Feel Good”
• Boost Your Self-Worth and Self-Esteem!
• You Choose Your Own Attitude
• One’s Circle of Concern and Circle of Influence
• What Feel Good Really Means: Competence and Confidence
• Why Do Customers Quit?
• Customer Service = Making Customers Feel Good
• Attitude IS the Key!
• The Two Faces of Attitude

Module # 4: BECOMING HIGH IMPACT COMMUNICATORS

• The Communication Function in Customer Servicing
• The Three Elements of Communication
• The Power of Body Language!
• Four Types of Negative Communication
• Different Kinds of “Fight Starters”
• Using Positive Communication Scripts

Module # 5: INTERACTION KEYS TO SERVICE

• The KEYS to Service
• Key Principles in Action
• Feedback: What and Why
• Key Principles Skill Building

Module # 6: INTERACTION STEPS TO SERVICE

• The Service Steps & Checks
• Service Steps in Action
• Key Principles Skill Building
• What Would You Say?

Module # 7: EVERYDAY SERVICE EXCELLENCE

• Balance of Service & The Grid
• Skill Building Practice

Module # 8: IRATE CUSTOMERS: EXTRAORDINARY SERVICE OPPORTUNITIES

• The Service Opportunities Chart
• Handling Complaints using H. E. A. T.
• The Power of Apologies
• H.E.A.T. with a “Talker”
• H.E.A.T. with a “Walker”
• Skill Building Practice

Module # 9: REINFORCING

• Show You Notice
• Use Praise
• Reinforcing Tips
• EXERCISES on Reinforcing: Part 1
• EXERCISES on Reinforcing: Part 2
• Support Strategies

Module # 10: SERVICE INITIATIVES

• Identifying Sources of Ideas
• Generating Ideas
• Selecting Improvement Opportunities
• Determining the Impact
• Planning the Implementation

Methodologies:

The above programs will use the following methods:

• Structured Learning Exercises
• Processing of Lessons
• Interactive Lecturettes (incorporating Class Discussion)
• Assessments
• Film Showings

Resource Speaker:

Mr. Joselito G. Nera

Managing Director

Shine JGNera Training Consultants

Schedule:

May 30, 2022

Monday

9:00 AM – 5:00 PM

Training Fee:

From Member Institution – P 2,240.00

From Non-Member Institution – P 3,360.00

**VAT inclusive