The Service Professional as Brand Champion
Venue: St. Giles Hotel, Makati
This program was designed for both front line and back office employees who are directly or indirectly engaged in serving the company’s various customer groups. The objective is to harness the spirit of teamwork and cooperation among the departments working within the company. All employees should contribute their best to customer service. They need to realize that they work within a system of functions. The lapse of one person would have an effect, one way or another to the service provided to external customers.
The topics and tools to be discussed are anchored on the premise that the “traditional” mode of doing their jobs is no longer enough because their external customers are becoming more demanding and powerful. This means that they have to adapt to changes and shift to a more enthusiastic and committed service approach – whether internally or externally.
Oftentimes, the complaint of front line service representatives is that they are the ones getting the complaints and blame of customers when it could have been easily prevented if their other co-workers did their jobs well in the first place. Doing it right the first time is very important not only to prevent customer complaints but also to avoid unnecessary costs on the part of the company and its reputation.
The goal of this seminar is to help energize the spirit of teamwork and to provide inputs on how the participants can “get their acts together.” It is time to stop playing the blame game and start working on solutions and preventive measures to protect the company’s image and position in the marketplace, and more importantly, to prevent customer attrition due to service lapses and problems.
Module 1: The Changing Role of Service Professionals
A. Expanding your Perspective about your Work
1. Why do we need to “Care” about Serving Customers Well?
a. What’s in it for you?
b. What’s in it for the Company?
c. How does it affect Customer Relationships?
3. The Five Important Traits of Service Professionals
c. Speed and Accuracy
d. Commitment to the Company and its Customers
e. Willingness to Serve
a. Knowledge about Your Company
b. Knowledge about the Customers you Serve (Internal and External)
c. Knowledge on your Service Roles and Responsibilities
2. Aggressive Customer Service
3. Reactive Customer Service
4. Accountable Customer Service
5. Proactive Customer Service
a. They’re More Informed
b. They’re More Demanding
c. They’re More Powerful
2. Developing and Adapting the Right Service Paradigm
b. Serve Customers with a New Perspective
c. Adapting a Proactive Service Approach
A. Aiming for Quality Customer Service
1. Analyzing your Definition of Customer Service
2. The Habits and Attitudes of Outstanding Customer Service Professionals
3. The 3 Dimensions of Customer Service Professionals
a. Technical Skills
b. Emotional Skills
c. Creative Skills
4. Developing a Quality Service Mindset
a. Mindset One – Believe you are the Company!
b. Mindset Two: Treat customers as your Personal Responsibility
c. Mindset Three: Be aware that everything you do or don’t do creates an impression
a. Employee Buy-in Defined
b. The Four Types of Employee Buy-in
1) Weak Links
2) Loose Cannons
1. Poor Internal Service Relationships = Poor External Customer Service
a. The Importance of Inter-team and Intra-team Teamwork
1) Inter-team and Intra-team Teamwork defined
2) Differentiating Internal and External Customers
3) Getting Rid of the “Termite” Syndrome
4) Breaking away from Factions and Territorial Wall Building
1) Selfishness and Jealousy
2) Power Struggles
3) Poor communication
4) Negative Attitudes and Behavior
a. Clear Expectations
b. Specific Internal Customer and Service Provider Responsibilities
c. Proper Coordination and Feedback Systems
d. Ability to Negotiate on Service Priorities
1. Analyzing your Customer Satisfaction Initiative
2. Reverse the Finger Pointing
3. Focus on Solutions not Complaints
4. Analyze Best Practices within the Organization
5. Take Responsibility for Complaints and Results
6. Turn Internal Customer and Supplier Relationships into Internal Service Partnerships
Promo Mechanics to enjoy the 50% DISCOUNT:
1. Strictly ALL reservations should be made on or before May 24, 2019.
2. Payments should be made on or before the assigned due date (SYSTEM GENERATED).
3. Proof of payment should be presented via email or fax.
4. Official Receipts shall be issued to the participants on the day of the training.
5. Rates are subject to applicable government taxes.
Rates and Terms of Conditions starting May 25, 2019:
1. The Preferential Rate of P1, 699+VAT per participant, per seminar rate will be applied for reservations paid within the assigned due date (SYSTEM GENERATED).
2. The Regular Rate of P1, 999+VAT per participant, per seminar rate will be applied if payment is beyond the assigned due date and P2, 499+VAT per participant, per seminar will be applied for on-site payments.
[ Seminar Fee includes snacks, materials and certificate of completion ]