This programme is designed for managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization who deal with multi-cultural customers.
Duration
4 Days
Programme Overview
Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers in a multi-cultural environment. This course will cover everything from the most appropriate behaviour and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.
Objectives
Define customer service and break it down to its most basic dimensions
Explain the critical link between 'Attitude' and 'Technique' in order to consistently deliver an
excellent level of service
Use a variety of tools such as 'Gap Analysis' and 'RATER' to provide a level of service that is second
to none
Analyze basic behavioural patterns of different customer personalities and the best way to deal with
them
Understand the different cultural nuances, expectations of various nationalities and hence the best
way of managing the Customers from various nationalities
Discuss and practice the techniques of effective communication skills with customers
Methodology
This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more.
Course Outline
Module 1: Customer Service
Introduction to customer service
Definition of customer service
Service dimensions
Addressing customer needs
Module 2: Attaining Customer Satisfaction through Quality Measures
Customer service excellence
Module 3: Components of Quality service
Service quality
Service quality gaps
The 'RATER' model
What customers pay attention to
Dimensions of the 'RATER' model flying over customer expectations
Establishing service quality performance standards
The customer complaint system
Definition of ‘Complaint’
Types of complainants
Sources of complaints
Why most customers won’t complain
Types of complaints
Handling complaints: the "LURE" model
Inspiring staff, principles of inspiring people ('AEPA' philosophy)
Arousing interest
Engaging them
Practising new skills
Applying to real-world
Customers loyalty
Principles of success
Who is a loyal customer
Strategies to keep customers loyal
Reasons why companies lose customers
Keys to Delivering Exceptional service
Module 4: A profile of different customer personalities
Difficult people and difficult behaviour
Characteristics of difficult people
Suggested responses
Six personalities that lead to conflict and how to deal with them
Module 5: Different Cultures and hence the personality
Understanding the basic essence of certain Cultures Motivators and demotivators of specific Cultures/ nationalities
Customer service expectations of various nationalities
Best techniques of managing the Customers of various nationalities
