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Great Customer Service to “WOW” Customer Experiences

Every good company wants to provide excellent customer service, but it’s not always easy to balance that with other business needs and goals.

Engage customers with relevant communication at key stages of their customer journey. Get started today.

Learn from the experts:

"Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer!"
- Gene Buckley - Anna Segova

"Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans." - Ken Blanchard - Mollie Beck

"The key is when a customer walks away, thinking, 'Wow, I love doing business with them, and I want to tell others about the experience.'" - Shep Hyken - Connor J. Wilson

Course introduction

Going above and beyond for customers is what separates companies that thrive from companies that only survive. That's why knowing customers and how to provide excellent customer service are vital.

When your team consistently creates an environment of amazing customer service, it generates not just repeat business but also referral business. That's because when your customers feel valued, they'll provide your business with a positive online review so you can build a reputation.

Objective

After completing this course, you shall be able to:

• Become the “Champion” of customer service.
• Have the “Right” Customer Service Mindset and Feels good about it.
• Managing your emotions and that of your customers.
• Deal with Difficult Situations and Challenging Customers effectively & cohesively.
• Reduce Conflicts and Prevent Volatile Situations.
• Apply the Skills Sets learned and discussed.

Outline

Introduction

• Why Customer Service?
• What is Customer Service?
• Customer Service Vs. Customer Experience.

Paradigm Shift

• New Mindsets to New Results
• Our Culture
• 5 Ways to Create a customer focused mindset

Personal Awareness to Customer Service

• Who we are and How we behave (React or Respond)?
• 10 Steps to become the Super-Hero of Customer Service

Managing your emotions and that of your customers

• Dealing with Anger, Frustrations, and Stress
• I-R Theory

Be Assertive and Persuasive

• Recognizing the 3 types of behaviors
• How they look like and the consequences
• What is Assertive in a Customer Service Context?

Deal with Difficult Situations and Challenging Customers effectively & cohesively

• Managing Customer Expectations Effectively
• From disappointed to Delight Customer
• 6 Ways to Handle Angry Customers
• 6 Tips to when dealing with Difficult Customers

Practical Situations and Scenarios

• Step by step approach towards working with Difficult People/Situations

Who should attend

Professional, Managers, Executives, Officers, and Leads who wants to provide superior customer experiences to both their internal and external clients.

Methodology

We use a variety of interactive methods that allow participants to learn by drawing conclusions (learning points) from their practices and exercises. A direct, systematic, and structured approach where guides are provided for participants to practice their skills. The pace of the programs will keep participants involved and attentive. Participants are taught in a step-by-step combination of mini-lectures, self & group exercises, videoclips, and open sharing.

Training techniques include:

• Mini lectures with questions for interaction.
• Facilitated Discussions
• Learning Videos
• Informal practices
• Self-reflection
• Action Planning

Testimonials

Profile of David Ong

David has more than 30 years of Managing, Developing and Training Human Capital both local and regional countries.

His vast training experiences and travels make him a close Business Consultant with numerous corporations, partnering with them in their Organization Development in areas related to Values and Culture, Training Needs Analysis, Training Evaluation and Leadership Competency Model.

His niche areas are delivering Leadership Competency Related Programs; ie, Project Management, Change Management, Decision Making, Problem Solving, Creativity, Innovation, Negotiations, Diversity Management, Corporate Culture, Mindfulness, Team Enhancement, Communication, People Skills, Coaching and Human Behavioral Science(Psychology/Sociology).

His professional training development includes PDTD from STADA/Singapore, Training Design from Wagga Wagga/Australia and Training Methodologies from Canada.

He is also the Master Trainer with a few recognized institutions in conducting Train The Trainer programs in Training Delivery, Training Methodology, Training Design, OJT Structuring, Test Constructions and Presentation Skills.

His passion in Human Behavioral Science has seen him further study in the fields of Education-Adult Learning and Psychology-Behaviors.
He is also certified in numerous profiling tools namely;
- Whole Brain Thinking HBDI level 1, 2 and 3.
- TetraMap in Leadership profiling.
- The US FBI "Art of Profiling" and others.
- Global US Sandler Sales Master Trainer.
- Handwriting Analysis
- DISC
- MBTI
- NLP Practitioner
- Practitioner of Mindfulness

He also received the Singapore President Efficiency Medal.