Advanced Customer Service Management

Ref	PR 370	PR 570
Dates	19 - 23 July 2010	1 - 5 November 2010
Venue	London	Kuala Lumpur
Fees	US$ 4450	US$ 4450
CPE Credits	30	30

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INTRODUCTION

There has been no time in history when customers have had so much choice of where to get service and goods. The internet has revolutionised the market place: customers can research, purchase and review products and services from the comfort of their own home, or office. Customer expectations have heightened. They demand consistent, professional and effective service from their suppliers. This highly interactive and fun programme examines in depth how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty. This programme will enable you to:

Build lasting and meaningful relationships with your customers
Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace
Gain a greater understanding of your customers’ needs and how to satisfy them
Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
Influence with integrity and crystal clear communication

WHO SHOULD ATTEND?

Anyone who provides services, products or information to internal, or external customers including personnel from:
- training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially

PROGRAMME OBJECTIVES

The art of building lasting rapport and lasting relationships with colleagues, customers and friends
How to modify your own behaviour to match other’s
The model for establishing good working relationships
An ability to influence with integrity
An ability to use influencing skills and techniques to build ongoing and long term relationships with key customers
To be able to create and adapt crystal clear models for communication between your organisation and it’s customers
How to build co-operation and commitment
A greater understanding of your customers’ needs and how to satisfy them
An ability to tailor services to meet your customers needs
Long term relationships between your organisation and it’s customers
An ability to be more versatile in every customer facing situation
The ability to recognise behaviours that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

TRAINING METHODOLOGY

Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant organisational issues.

PROGRAMME SUMMARY

The behavioural patterns of others and demonstrates how you need to change your own in order to communicate, influence and negotiate more effectively with them
Looks beyond the traditional “Customer Service” models by examining different behavioural patterns and creating strategies to deal with each.
In depth processes necessary to ensure a successful conclusion, for all parties, in every customer facing situation
The powerful tools of NLP (Neuro Linguistic Programming) & Emotional Intelligence

PROGRAMME OUTLINE

DAY 1 - The world of customer service excellence

Customer service and what it means
Identifying excellence in front-line customer services
What are the services and products that you offer
The role of NLP and Emotional Excellence in customer service
What do your customers say about you and your organisation
What do you want your customers to say?
Myths and legends about customer service

DAY 2 - Gaining a greater understanding of your company

From judgements to behavioural flexibility
Behavioural traits and how to identify them
Modifying your own behaviour to match other’s
Building lasting rapport
Sharpen your senses to the signals others are sending you
Connect with colleagues and clients at a level that creates deeper trust and commitment
Step into another person’s shoes to better appreciate their experiences and motivations
Body language clues that show how others are thinking and responding to you
Non verbal clues that show if someone is telling the truth

DAY 3 - Communication masterclass

What is crystal clear communication?
Communication excellence through powerful listening and questioning techniques
Thinking patterns
Filters to communication
Metaphors & Models
Using perceptual positions to understand your customers’ point of view
Logical levels of change
Building climates of trust
Creating well formed outcomes
Communication skills exercises

DAY 4 - Influencing with integrity

The importance of value sets in modern day business
Influencing the Influencers and high fliers
The importance of matching others’ language patterns
Mirroring and pacing - what do they mean?
Internal and external references
Coaching - a tool for self and others
Influencing exercises

DAY 5 - Conflict, challenge and closure

Assertiveness and what it means
Dealing with difficult people in an assertive way
Dealing with difficult customers
Maintaining high standards of customer service
Reviewing the service that you offer and reacting accordingly
Embracing change for the good of all
Personal planning session - dealing with your own customers

To Register on this seminar, please click here