• What is Customer Service and its business process application?
The first session describes what is customer service and why it is an important business tool. Examples will be provided of what are excellent customer service activities that are done in several service industries. The audience will learn what are the touch points in the customer service process. They will know why each touch point is part of a service chain that generates a happy customer and a good business.
• Why is it a key and long-term business development strategy?
Great customer service defines what a company is all about from its products/service list, its people, and its overall image. The audience will learn how to determine the success of their ongoing programs or in the absence of one, how they are faring per se. Attendees will also learn how to associate a good customer service program with their sales and marketing strategies as a “whole-of-organization approach” on customer service.
• How should one deliver effective customer service?
This is an experiential lecture on how an individual should be prepared to face a customer onsite and online. This will include their physical appearance, demeanor and sensory attitude. This will include different scenario applications for attendees to be effective in customer service.
In the current new normal where social media and online technologies are the key communication tools, there is a need to emphasize customer service ethics.
• What are the different types of customers?
There are many types of customers to deal with and the audience will learn who they are, and their individual short profiles. They will also learn how they should interact with each one so that a win-win situation will be achieved and a happy customer is satisfied and delighted be a loyal customer for life.
• How do you deal with emotionally charged and unhappy customers?
This session will require audience participation where several case examples will be played out in complaints management. This will include a case between a manager, his/ her subordinate and the irate customer. The key to this activity is the audience experience of such an emotionally charged interaction. An audience feedback will be listed as to how they viewed the outcome.
• How do you develop a good customer service program?
The audience will learn how to develop their CS program from scratch. This includes a step-by-step process in assessing themselves, pointing out their customer touch points, what should be done to generate a happy customer experience at each step and how to create a customer delight.
For companies who want an in-house training, CGBP can customize a customer service program exclusive for your group.