service banker , creating service passion in financial services

The makings of the NEXT Customer Service Champ!-

Program Overview

Every golfer aspires to be Tiger Wood, the champion that challenges himself at every game and being consistent at it. Like wise, in delivering service, a Good service that you delivered yesterday MUST be consistently matched with a Delightful service today and an Exceptional service to be delivered tomorrow. How do you challenge yourself at every touch point with your customers? Wouldn’t it be easier if there is a formula to follow, and consistency becomes second nature?

The program outlines their Self Discovery, examine their Attitudes and Perceptions about service, and learn ways to increase their Circle of Tolerance to boost their customer service performance. How do they come out of stressful moments unscratched? How do they reach out to their customers and deliver the desired service at all times? The answers to these questions will be facilitated during this exciting, adult learning - training session.

Program Objectives

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

• Describe the levels of customer service.
• Outline the benefits of Exceptional customer service.
• Examine their Attitude and Perception to Service delivery.
• Reexamine their Circle of Tolerance to delivering Superior Service.
• Recognize and adapt to specific customer behavior styles.
• Appreciating and Complimenting customers Emotional needs and Drivers.
• Develop a personal action plan to improve customer service skills.

Course Outline

I. From Good Service to Superior Service.

Participants are to consciously acknowledge their level of service delivery. They will be introduced to factors leading to delivery of Superior Service and factors that will lead your customers to your competitors.

II. Managing Service Perceptions

What are the perceptions that you draw on your customers and what perceptions your customers draws on you? How do you manage these perceptions? What are the individual rules that you have drawn on yourself with regards to certain behaviors and situations that you need to revisit?

III. Increasing Your Circle of Tolerance towards delivering improved service

Are you one of those that gets all stressed up after a difficult time with your customer. Why are you not like some of your colleagues who appears to have a magical wand to manage the situation. There is no magic, it is all about our own principles of tolerance.

IV. Appreciating Communication Styles and Matching as a strategy for Greater
Service Effectiveness

Participants will learn the different communication tools. More importantly participants will learn how to match the behavior and communication styles of customers to deliver superior service.

V. Directive Questioning lead to Improve Customer Relationships

Participants will learn how to ask leading positive questions to address customer issues and to reach a resolution. Coupled with the behavioral styles learnt earlier, participants will leave the training session feeling empowered.

VI. Managing Challenging Customers

The use of case studies and intense discussions applying the principles above will help participants learn how to effectively interact with challenging customers.

VII. Understanding the Emotional Drivers of Customers to Deliver Exceptional Service.

Knowing what drives your customers will lead to better customer relationship ~ leading to better service. Match their needs and you are guaranteed to retain your customers for life!

Who should attend?

This program is Ideal for all service providers who deal directly with customers. The customer service skills can increase your value to your company and advance your career to be the next service champion.