Customer Service

DAY 1

Module 1 - The Good Team Player
This module will help to explain the importance of working as a team so that customer service will not be affected.  If internal customers cannot be handled well, so will the external customers.

Module 2 - The Face-to-face Encounter

1. The first 4 important minutes
2. The last 2 important minutes.

Module 3 - The Service Edge
What is it that you do that can be better than the competitors.
[This is a workshop module and participants are expected to brainstorm to determine how best they can beat their competitors at their game].

DAY 2

Module 4 - Handling Telephone Calls
The first line of defence.  If you are not on a face-to-face situation with a customer, there is a likelihood, you will be on the telephone with him.
How do you sound to him?  Pleasant, irritated, helpful?
[This module will explain the various techniques in phone handling so that customers, though he cannot see you, knows that you care.]

Module 5 - The Importance Of Maintaining Good Standards

1. What does your mission statement says about customer service
2. Ways you can perform to reach service quality goals.

Module 6 - Handling Angry Customers
How to calm down an angry customer
Remember – the customer is not angry with you personally, but with the system that has broken down.
Be a problem solver

Module 7 - Managing Service BreakdownUsing the six steps to service recovery.
Case Study: British Airways.
[Today we can no longer afford to lose customers.  If we are serious about doing business with the customers and knowing they are about to go to the competitors, immediately embark on service recovery].