Customer Service – Level 2
Description
The following series of workshops is designed to take customer service and the people who demonstrate their commitment, to the next level….the level of customer care. These workshops build on the foundations established within Level 1 training.
Day 1: What Do My Customers Think of Me: Asking for Customers’ Feedback
After completing this workshop module, participants will be able to:
- Define the difference between customer service and customer care
- Identify different ways of following up with customers after a customer interaction
- Identify different ways of staying in touch with customers both before and after customer interactions
- Follow through by soliciting customers’ opinions
- Follow through by opening lines of communication with citizens and then keeping them OPEN
- Follow through by checking with customers to be sure their needs were met and by soliciting their feedback
- How to convince my boss that I should time doing these customer service things – they are time consuming
- Help customers to understand the value of the service that they have received
- Explain how customer care can contribute to their organization becoming a “beloved county,” that delivers what customers desire
- Determine their individual personal customer care brand
- Describe what level of customer service they would like to offer to take better care of their customers and what they would like customers to say about them
- Assess what their customers think of them, to determine where they are now and where they need to be
- Identify their personal customer care gaps
- Play to their strengths in taking care of customers
- Plan actions that they can take now to enhance their customer care, without authority from management
- Consider actions or recommendations that would improve customer care performance, which require management approval or interdepartmental cooperation
- Describe their personal customer care bookends – how to create a purposeful beginning and ending to moments of customer contact
Day 2: Developing Your Organization’s Reputation: It’s All About Customer Trust
After completing this workshop module, participants will be able to:
- Determine how they can really connect with and engage their customers and make them feel valued
- Demonstrate how to make customers see participants’ gratitude
- Explain the 8 trust myths
- Do something about building their personal credibility in customers’ eyes, through participants’ actions
- Build 13 customer care behaviors into their daily routines to build relationship trust with customers
- Explain how to restore customer trust when it is lost
- Understand how organizations can manage their reputation and what role participants can play in that process
- Understand how organizations can build their word-of-mouth reputation and what role participants can play in that process
- Explain the 9 biggest reputation mistakes
- Explain how to fix bad reviews of their organization’s service
Day 3: The Importance of Customer Loyalty: Leading Loyalty
After completing this workshop module, participants will be able to:
- Explain what customer loyalty means and why they and their organization should care about it
- Explain how to increase customer loyalty and what they can do to facilitate the loyalty
- Connect customer loyalty with participant morale and motivation at work
- Connect customer loyalty to emotional intelligence
- Identify actions that participants will take to improve their own emotional intelligence
- Recognize their personal gratitude towards customers and the participants’ role in customer care
- Help to fix bad customer reviews of their organization’s level of customer care
- Avoid loyalty killers
- Explain the role of ethics in customer care
- Build ethical principles into their daily routine for customer care
Day 4: The Nature of Persuasion: Looking Out for the Customer’s Best Interest
After completing this workshop module, participants will be able to:
- Help customers see that participants are responding to their requirements or needs
- Think of themselves as “salespeople”
- Take care of customer needs that customers might not realize they have or might not realize can be accomplished by participants’ organization, through employee recommendations
- State the most frequent situations in which participants must persuade customers to consider recommended options and list the factors of importance to them
- Generate open questions which enable customers to determine the benefits of the recommendations
- Make their recommendations to their customers attractive to the customer
Day 5: The Importance of Teamwork in Customer Care
After completing this workshop module, participants will be able to:
- Recognize the importance of teamwork in customer care
- Analyze their current team situation, in relationship to customer care
- Plan improvements that they wish to make to their team, to take better care of customers
- Identify customer service chains and state ways in which customer care can be improved internally
- Recognize systems and processes that are unfriendly to customers and identify ways of improving these
Day 6: Keeping the Pot Boiling: Making Customer Care A Way of Life in Your Area
After completing this workshop module, participants will be able to:
- Help ensure that the psychology behind customer care permeates the organization
- Fostering initiative from everyone they can
- Get others around them to implement excellent customer service practices
- Building enthusiasm and pride in the job, the level of customer care, and the organization
- Specify what they will do to ensure that customer care becomes a way of life in the areas for which they are responsible
- Appreciate the need, and their own individual responsibility, for generating 1% of organizational improvements in customer care
- Apply the techniques of lateral thinking to their service and operations to generate customer care improvements
- Connect customer care to their organization’s values
- Create a plan for how to defend the customer care culture, through Force-Field Analysis
Up to 30 students
- Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.
- Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.
- A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.
Questions? Contact our training coordinator via email or phone at (202) 843.5447.
Customer Service – Level 2
Description
The following series of workshops is designed to take customer service and the people who demonstrate their commitment, to the next level….the level of customer care. These workshops build on the foundations established within Level 1 training.
Day 1: What Do My Customers Think of Me: Asking for Customers’ Feedback
After completing this workshop module, participants will be able to:
- Define the difference between customer service and customer care
- Identify different ways of following up with customers after a customer interaction
- Identify different ways of staying in touch with customers both before and after customer interactions
- Follow through by soliciting customers’ opinions
- Follow through by opening lines of communication with citizens and then keeping them OPEN
- Follow through by checking with customers to be sure their needs were met and by soliciting their feedback
- How to convince my boss that I should time doing these customer service things – they are time consuming
- Help customers to understand the value of the service that they have received
- Explain how customer care can contribute to their organization becoming a “beloved county,” that delivers what customers desire
- Determine their individual personal customer care brand
- Describe what level of customer service they would like to offer to take better care of their customers and what they would like customers to say about them
- Assess what their customers think of them, to determine where they are now and where they need to be
- Identify their personal customer care gaps
- Play to their strengths in taking care of customers
- Plan actions that they can take now to enhance their customer care, without authority from management
- Consider actions or recommendations that would improve customer care performance, which require management approval or interdepartmental cooperation
- Describe their personal customer care bookends – how to create a purposeful beginning and ending to moments of customer contact
Day 2: Developing Your Organization’s Reputation: It’s All About Customer Trust
After completing this workshop module, participants will be able to:
- Determine how they can really connect with and engage their customers and make them feel valued
- Demonstrate how to make customers see participants’ gratitude
- Explain the 8 trust myths
- Do something about building their personal credibility in customers’ eyes, through participants’ actions
- Build 13 customer care behaviors into their daily routines to build relationship trust with customers
- Explain how to restore customer trust when it is lost
- Understand how organizations can manage their reputation and what role participants can play in that process
- Understand how organizations can build their word-of-mouth reputation and what role participants can play in that process
- Explain the 9 biggest reputation mistakes
- Explain how to fix bad reviews of their organization’s service
Day 3: The Importance of Customer Loyalty: Leading Loyalty
After completing this workshop module, participants will be able to:
- Explain what customer loyalty means and why they and their organization should care about it
- Explain how to increase customer loyalty and what they can do to facilitate the loyalty
- Connect customer loyalty with participant morale and motivation at work
- Connect customer loyalty to emotional intelligence
- Identify actions that participants will take to improve their own emotional intelligence
- Recognize their personal gratitude towards customers and the participants’ role in customer care
- Help to fix bad customer reviews of their organization’s level of customer care
- Avoid loyalty killers
- Explain the role of ethics in customer care
- Build ethical principles into their daily routine for customer care
Day 4: The Nature of Persuasion: Looking Out for the Customer’s Best Interest
After completing this workshop module, participants will be able to:
- Help customers see that participants are responding to their requirements or needs
- Think of themselves as “salespeople”
- Take care of customer needs that customers might not realize they have or might not realize can be accomplished by participants’ organization, through employee recommendations
- State the most frequent situations in which participants must persuade customers to consider recommended options and list the factors of importance to them
- Generate open questions which enable customers to determine the benefits of the recommendations
- Make their recommendations to their customers attractive to the customer
Day 5: The Importance of Teamwork in Customer Care
After completing this workshop module, participants will be able to:
- Recognize the importance of teamwork in customer care
- Analyze their current team situation, in relationship to customer care
- Plan improvements that they wish to make to their team, to take better care of customers
- Identify customer service chains and state ways in which customer care can be improved internally
- Recognize systems and processes that are unfriendly to customers and identify ways of improving these
Day 6: Keeping the Pot Boiling: Making Customer Care A Way of Life in Your Area
After completing this workshop module, participants will be able to:
- Help ensure that the psychology behind customer care permeates the organization
- Fostering initiative from everyone they can
- Get others around them to implement excellent customer service practices
- Building enthusiasm and pride in the job, the level of customer care, and the organization
- Specify what they will do to ensure that customer care becomes a way of life in the areas for which they are responsible
- Appreciate the need, and their own individual responsibility, for generating 1% of organizational improvements in customer care
- Apply the techniques of lateral thinking to their service and operations to generate customer care improvements
- Connect customer care to their organization’s values
- Create a plan for how to defend the customer care culture, through Force-Field Analysis
Up to 30 students
- Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.
- Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.
- A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.
Questions? Contact our training coordinator via email or phone at (202) 843.5447.