Turbo-charging Customer Service Excellence

Duration: 2 days

INTRODUCTION

How to create The WOW! Factor, Transforming Moments of Truth to Moments of Delight

Empowering Mindsets and Practical Strategies to Create, Deliver & Nurture Delightful Customer Experience Time after Time!

This intensive hands-on workshop is specially designed to provide a robust framework to enable staff who interact with customers to consistently deliver superior service, proactively build delightful customer experience, and thereby propel your Company to develop and use the ultimate sustainable competitive advantage - bankable relationships with customers, to more profitably distinguish itself in the market place.

Benefits

Walk Awhile In My Shoes

Using specific situations in the liner shipping business, participants will learn through role play and skill drills, how to more effectively and professionally handle difficult conversations with customers, including:

  • Conveying ‘Not So Good News’,
  • Handling complaint,
  • Handling service failure,
  • Chase for payments,
  • Handle delicate and touchy situations,
  • Deal with ‘Not-So-Nice’ Customers.

both over the telephone conversation as well as through email. Examples of ‘not-so-customer-friendly’ emails will be discussed and participants led to review alternate ways of communicating the message with positive impact. Basic telephone handling techniques will be weaved into the segment.

Note: This segment will draw on the outputs from segment 1 (Head winds and choppy seas) as material for practice/learning. This will ensure job relevance as well as work applicability.

Workshop Contents

Headwind and Choppy Seas

In a fun and threat-free environment, participants will get a chance to table some of the difficulties and challenges they face when interacting and serving customers including demanding ones.

In addition to producing a list of situations which will be used later in the workshop as case studies/role play, this segment will unveil limiting beliefs which may hinder the creation of the WOW Factor in the workplace.

An important learning outcome is the realisation that in order to excel in the game, they need to TOP ~ Take Ownership Personally, from just ‘doing my job’ to going the extra mile to ‘care for the customer’.

How to Nurture The Goose That Lays The Golden Eggs

A light-hearted approach to re-instill/re-install the serious message that, ultimately, our business is not shipping – but rather ‘getting, keeping and serving customers’. This learning segment will help the participants understand, realize and validate:

  • Why they should bother?
  • Why and how to Raise the Bar?
  • What matters most?
  • What is in it for them?

It also helps to equip them with the simple yet powerful service excellence model of ‘Solution & Experience’. They will learn how to use this model to really live, breathe and behave in order to become a Service Champion.

The Power of 1 Degree

In today’s business environment, customer satisfaction is not enough! We have to delight customers and the role of customer-fronting staff is to create customer loyalty so that they keep coming back.

Sounds like a lot to do but the reality is that it does not take that much more to create the difference. This segment will equip the participants with the 6 ‘X Factors’ of Service Excellence - the difference that makes the difference between mere customer satisfaction and customer loyalty.

Intentional Communication

Intentional Communication is the process of getting and/or delivering outcomes. What we want as well as what the customers want. This segment will help to master and control the conversational process of Getting Information, Giving Information and Getting Commitment through the skills of:

  • Asking closed and open questions
  • Listening with the intention to understand, learn and serve
  • Clarifying unclear requirements
  • Conversing/writing in an appropriate tone of voice
  • Using positive languages

Walk Awhile In My Shoes

Using specific situations in the liner shipping business, participants will learn through role play and skill drills, how to more effectively and professionally handle difficult conversations with customers, including:

  • Conveying ‘Not So Good News’
  • Handling complaints
  • Handling service failure
  • Chase for payments
  • Handle delicate and touchy situations
  • Deal with ‘Not-So-Nice’ Customers

Making It Work! Making It Fun!

A video case study to learn some actionable ideas to delight customers followed by group discussions on how these ideas can be implemented in the workplace.

Anchoring Success

Putting together what they have learnt and experienced in the two days of intensive learning, participants will review their strengths and areas for development through a personal definition of ‘Conduct of a Service Champion’.

In the process, they will develop a Personal Agenda for Change. The Personal Agenda for Change can, if desired, be collected by HR for follow up by the HOD/Managers.

Methodology

We use competency based learning models and deploy a myriad of accelerated adult learning methods in our delivery including:

  • Group discussions
  • Skill-drills
  • Internalization exercises
  • Experiential games
  • Video Role Plays
  • Case studies drawn from the learners business context
  • Team-based application projects

We enable the participants to be totally immersed in the program and learn from the inside-out.

By the end of the intervention, the participants would be willing, able and ready for a change in thinking, feeling and actions.

About The Trainer: Yim Choong Chow

Experience:
  • 40 years corporate experience in Asia & Europe
  • Last position: Managing Director of International Shipping Co in Singapore with annual turnover of US$500 milion
  • Training, facilitating, coaching & consulting since 2001
Professional Qualifications
  • Certified Performance Coach
  • Official Certified Partner - The Predictive Index
  • ACE of Sales
  • HRDF Approved Trainer
  • Consultant – Singapore National Productivity Board
  • Author of seven (7) books