service banker , creating service passion in financial services

Building Best In Class Service Skills

Program Overview

How would you measure the success of your company’s service delivery? Successful service builds loyal customers, retains them, multiplies them and together the relationship grows into a winning business partnership. What does it take to nurture the relationship ~ what are the skills required to nurture successful customer relationship and customer loyalty.

Program Objectives

At this program's conclusion, participants should be able to:

• Recognize the highest levels of customer service.
• Internalize the Benefits of excellent customer service.
• Build excellent service communication to nurture customer rapport.
• Project admirable corporate image as a first impression
• Understand customer’s perception and expectations to service delivery.
• Recognize and adapt to specific customer behavior styles.
• Application of appropriate service techniques.
• Develop a personal action plan to improve customer service skills.

Course Outline

I. Today’s Service Challenges

Challenge participants to the highest levels of customer service delivery with competitors and best in class practices. What are the different market segments, and the various challenges to service delivery?

II. Understanding and Meeting Customer Expectations

What are The 6 stages of customer interaction? How to deliver the unexpected and delight the customer? What is customer Perception and Encoded Assumptions and how does it help to understand to deliver better service?

III. Critical Skills Required

• Pillars (6) of Character
• Positive Communication
• Process Effectiveness
• Profound Expertise
• Patience when facing conflict

Developing ive Cthe above service skills will be elaborately explained in the context of the Directommunication Methodology. Participants will be exposed to the techniques of enhancing their service skills through an understanding and communication with the customers through color dynamics, and through uncovering the customers’ human drivers. Team and Individual Exercises will be applied to deliver constructive learning outcomes

IV. Developing a Long Term Partnership

• 6 Continuous Plan to Enhance Loyalty

In brief, constantly going the extra mile to help the customers to succeed - create the long term 'win-win' relationship. Continue to involve the customers in your company’s products/service developments and continue to exceed expectations.

Who should attend?

This course is ideal for customer service executives, call center, help desk, and supervisors who are in search for appropriate skills to deliver ‘Strategic Service Skills’ technique in their line of work.