Providing Outstanding Customer Service & Teamwork

Course Properties

Course date: 26-11-2017
Course End Date: 30-11-2017
Location Sharm El-Sheikh

Introduction:
     •  The Customer Service course is a combination of three courses in one course “Customer 
Service, Communication Skills,

          Team Building”. It comprises a mixture of relevant techniques including how to separate emotions from tasks as well as how

          to use the development of relationships with customers to apply the “Up-Selling” and “Cross-Selling” techniques to maximize

          the sales volume.

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Aims:
     • To provide a high level of interpersonal skills so as to achieve notable customer service 
expertise through skills, knowledge

        and teamwork.

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Course Objective:
        By the end of this program, participants will be able to:
            • List the key requirements that today's customer expects.
            • Use the “Up-Selling” and “Cross-Selling” techniques in order to maximize the sales volume of the organization.
            • Separate the task from one's emotions so as to deliver superior service and overcome stress.
            • Demonstrate positive body language when working with the customer.
            • Use and demonstrate four processes that will differentiate between average and outstanding 
               performance - pacing, matching, leading and use of customer CRITERIA to help to solve 
problems.


            • Apply the above process in a face-to-face situation, both by phone and in writing.
            • Categorize customers using advanced listening skills into two types and four categories.
            • Use the FOG index process to check the readability of materials in English.
            • Identify their team type using the Honey and Munford team Questionnaire. 
            • Describe how teams develop and the use of the four stages of team Development.
            • List the benefits of team working for the customer and for the organization.
            • On completion, each participant will have their own standard of completion mark from the course
 for future development.

Who Should Attend:
       This course is intended for:
           • Customer Service Team
           • Sales Team
           • Everyone in the company who has any contact, direct or indirect with internal and e
xternal customers.
           • It is intended to all the above in order to enhance and foster the communication between 
them and the most important

             to avoid the lack of communication between them.

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Methodology: 
          • Training Material Explanation.
          • Role Plays.
                    o Scenarios are set up to evaluate employees while working under stress and 
let them learn from their mistakes.
                    o There are many scenarios that cover a wide range of problems that face customers 
and all the scenarios are customized

                         according to every company activity.


          • Videos.
                    o At the end of the course, a flash memory is provided to the participants including 
the Role Plays videos of the attendees

                       showing their attitude under stress.

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Course Contents:
          • Background.
                    o Pre course paper - Understanding of present skills and knowledge.
                    o The changing role of our company- Sole Provider to Commercial Player.
                    o How things will change - The New Role - Practical Exercise.
                    o Customer Needs.

           • Customer Needs.
                    o Customers in action - What do they expect – Exercise and Video. - Steve 
Leonard's dairy and Disneyland.
                    o The changing expectation of today's' customers - Exercise and Video. - 
Tom Peter's Customer Focus.
                    o The Formula of Customer Expectation – FACE to FACE Exercise.

           • Skills to Provide Excellence in Customer Service.
                    o The company approach - excellence and consistency.
                    o Understanding two principles of success.
                    o Separation of the task from emotions.
                    o Positioning the relationship before the task (the customer as a friend).
                    o Difference in Communication: Face to Face - By Phone - By Letter / E-mail.
                    o Practical Exercises and Case Studies.

           • Face To Face With The Customer.
                    o The aspects of how we communicate.
                    o Understanding and using positive body language. Video (Alan Pease) -Practical Exercises and 
Case Studies.

           • Telephone Skills.
                    o The "Need for a Process" - common standards - high quality. 
                    o The three components for building a relationship in any conversation: Pacing,
                    o  Matching, and Leading.
                    o Practical Exercises on: Pacing (written and verbal), matching (written and verbal). 
Leading (written and verbal).
                    o Understanding "What" is important to the Customer.
                    o Use of "criteria" to establish priority - in the customer mind - Demonstration - 
                    o Practical Exercise.
                    o Ending the Conversation: Correct Endings – Practice - Next steps.
                    o Resolving challenging customers:
                    o Use of Pacing.
                    o Words to avoid.
                    o Types of Customers - two critical patterns to understand.
                    o Internal / External – Practice.
                    o Options / Procedures – Practice.

           • Written Communication.
                    o What's different? - Exercise.
                    o Using Pacing, Matching and Leading.
                    o Using "customer types" to craft the reply.
                    o FOG index to measure the 'readability'.

           • Skills - How The Nature of Work is Changing - The Value of Teams in Organizations.
                    o Different types of players in any team.
                    o Questionnaire "Honey & Munford ".
                    o Building on our strengths – Discussion.
                    o Components of a successful team.
                    o The four stages of teamwork in team development.
                    o The relationship between the team and the leader Video - 'Leading to the Top'.
                    o Teamwork in action - Practical Exercises and Feedback.
                    o Teamwork and benefit to the customer - Practical Exercises.

           • Review.
                    o Action plans for implementation.
                    o Review Questionnaire and grading for the training.
                    o Explanation of the next steps - coaching and performance.
                    o Improvement.

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