Outsourcing Training in the Philippines: Satisfaction in the Eyes of a Customer - March 27 - 28, 2008
March 10, 2008
FACT:
Increasing competition is forcing businesses to pay much more attention to satisfying customers, including providing STRONG customer service.8 Rules
For Good Customer Service
From Susan Ward
For Good Customer Service
From Susan Ward
Good Customer Service Made Simple
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.Good customer service is all about bringing customers back.
And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
If you’re a good salesperson, you can sell anything to anyone once.
But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else.
The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.
How do you go about forming such a relationship?
By remembering the one true secret of good customer service and acting accordingly;
“You will be judged by what you do,
not what you say.”
I know this verges on the kind of statement that’s often seen on a sampler, but providing good customer service IS a simple thing.
If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:
1) Answer your phone.
Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say “someone”. People who call want to talk to a live person, not a “fake recorded robot”.)
2) Don’t make promises unless you WILL keep them. UNDER PROMISE AND OVER DELIVER!
Not plan to keep them. Will keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception.
If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it.
The same rule applies to client appointments, deadlines, etc..
Think before you give any promise – because nothing annoys customers more than a broken one.
3) Listen to your customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again?
From a customer’s point of view, I doubt it.
Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there’s no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?
6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them.
Talk to them about good customer service and what it is (and isn’t) regularly.
Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at...”
7) Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
8) Throw in something extra.
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting.
And don’t think that a gesture has to be large to be effective.
The local art framer that we use attaches a package of picture hangers to every picture he frames.
A small thing, but so appreciated.
If you apply these eight simple rules consistently, your business will become known for its good customer service.
And the best part?
The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!
**SPECIAL ANOUNCEMENT**
DONT MISS THIS!!
SERVEBEST
"A CUSTOMER SERVICE WORKSHOP"
Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: Astoria Plaza, Ortigas, Pasig City
WORKSHOP OVERVIEW:
"A CUSTOMER SERVICE WORKSHOP"
Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: Astoria Plaza, Ortigas, Pasig City
WORKSHOP OVERVIEW:
The program provides practical strategies and techniques resulting in to excellent customer satisfaction. This workshop experience provides extremely useful approaches to help ensure that products and services are produced.
Participants will learn the true meaning of exceptional service, how to project a customer-friendly image, how to handle demanding customers leading to both productivity and profitability.
Statistics show that consumers tell 9 – 12 people when they receive good customer service, yet they tell 20 people when they receive poor customer service. Amazingly, consumers will spend up to 10% more for a product or service if they will receive better quality and service. These statistics demonstrate the value of providing exceptional customer service... all the time!!
To benefit from the advantages SERVEBEST! can provide, employees need to internalize service from within!
WORKSHOP OBJECTIVES:
Internalize "WOW" service as a "WAY" of life!
o Gain confidence in handling internal and external customer requirements
o Ensure excellent delivery of products/services
o Develop appropriate and systematic procedures in handling customer complaints particularly in after sales service
o Develop a personal action plan to acquire customer service skills
TARGET PARTICIPANTS:
o FRONTLINE MANAGERS
o FRONTLINE PERSONNEL
o CUSTOMER RELATIONS OFFICER
o CUSTOMER SERVICE SUPERVISOR
o CARING LEADERS
o HARDCORE TRAINERS
o SERVICE ORIENTED INDIVIDUALS
COURSE OUTLINE (DAY ONE) March 27, 2008:
Module 1 - Understanding the Customer and Customer Service
Who is a customer and how do I treat him right? How can I transform my service from GOOD TO GREAT?
What is the impact of excellent customer service to financial gain?
Module 2 - Emotional Intelligence: Key to a Stable Personality
Self mastery leads to a peaceful way of life, even in times of great and unexpected conflict.
Learn how people use this to achieve infinite possibilities in dealing with difficult personalities.
Module 3 - Appreciating uniqueness and diversity of people
Knowledge goes a long way toward the delivery of exceptional customer service. The behavioral matrix of people ensures a great deal of acceptance on people's differences.
Module 4 - Projecting a charming personality
In people relationships, sometimes it's not what you say but how you come across visually and linguistically.
Captivate complainers through your stable, powerful but safe presence.
Module 5 - Practical Ways to Keep a Customer Delighted
Learn and internalize four easy-to-follow but not rigid steps in resolving an issue with an irate customer.
Discover how this very conversational formula can lead you to a stress-free conflict
Module 6 - Stress Management: Key to a Balanced Service Personality
Manage your stress well and discover a "spa-like, wellness-inspired" day-to-day operation. Master the secret of gaining more power despite toxic and mind-boggling service scenarios.
Module 1 - Understanding the Customer and Customer Service
Who is a customer and how do I treat him right? How can I transform my service from GOOD TO GREAT?
What is the impact of excellent customer service to financial gain?
Module 2 - Emotional Intelligence: Key to a Stable Personality
Self mastery leads to a peaceful way of life, even in times of great and unexpected conflict.
Learn how people use this to achieve infinite possibilities in dealing with difficult personalities.
Module 3 - Appreciating uniqueness and diversity of people
Knowledge goes a long way toward the delivery of exceptional customer service. The behavioral matrix of people ensures a great deal of acceptance on people's differences.
Module 4 - Projecting a charming personality
In people relationships, sometimes it's not what you say but how you come across visually and linguistically.
Captivate complainers through your stable, powerful but safe presence.
Module 5 - Practical Ways to Keep a Customer Delighted
Learn and internalize four easy-to-follow but not rigid steps in resolving an issue with an irate customer.
Discover how this very conversational formula can lead you to a stress-free conflict
Module 6 - Stress Management: Key to a Balanced Service Personality
Manage your stress well and discover a "spa-like, wellness-inspired" day-to-day operation. Master the secret of gaining more power despite toxic and mind-boggling service scenarios.
COURSE OUTLINE (DAY TWO) March 28, 2008:
Module 1 - Dealing with Complainers
Strategize interaction with angry customers in an instant by quickly assessing
what kind of complainer your dealing with.
Module 2 - Powerful Listening
Communication plays a vital role in easing out the situation.
Be on top by keeping quiet and globally understand the space of your complainer.
Module 3 - Tools of the Trade: Voicemail, Email, Memos
Multi-media application supports the confidence of your customer.
The best customer is a well informed customer.
Module 4 - The Service Vocabulary
Neutralize the "atmosphere" using calming words and statements sending an unspoken dialogue like "everything will be ok" and "I am in control of the situation".
Module 5 - The Service Laboratory
Develop and customize systematic procedures and standards in handling complaints
especially in the areas of warranty administration and after sales service
Module 6 - Coaching as an Effective Tool to Sustain Excellent Customer Service
Maximize full potentials of world-class customer service by empowering your team
to being "ambassadors of service".
Module 1 - Dealing with Complainers
Strategize interaction with angry customers in an instant by quickly assessing
what kind of complainer your dealing with.
Module 2 - Powerful Listening
Communication plays a vital role in easing out the situation.
Be on top by keeping quiet and globally understand the space of your complainer.
Module 3 - Tools of the Trade: Voicemail, Email, Memos
Multi-media application supports the confidence of your customer.
The best customer is a well informed customer.
Module 4 - The Service Vocabulary
Neutralize the "atmosphere" using calming words and statements sending an unspoken dialogue like "everything will be ok" and "I am in control of the situation".
Module 5 - The Service Laboratory
Develop and customize systematic procedures and standards in handling complaints
especially in the areas of warranty administration and after sales service
Module 6 - Coaching as an Effective Tool to Sustain Excellent Customer Service
Maximize full potentials of world-class customer service by empowering your team
to being "ambassadors of service".
WORKSHOP METHODOLOGY:
WE CUSTOMIZE DESIGN OF TRAINING PROGRAMS FOR EXCLUSIVE RUNS.
Reserve NOW and SAVE P2,500 (prior to February 27, 2008)!* Limited to only 30 Participants
Learning Investment for the 2-Day Seminar/Workshop:
Super Saver Rate: P8,848 - VAT INCLUSIVE (pay on or before February 27, 2008)
Early Bird Rate: P9,948 - VAT INCLUSIVE (pay on or before March 13, 2008)
Regular Rate: P11,348 - VAT INCLUSIVE (starting March 14, 2008)
LEARNING INVESTMENT INCLUDES: A "Fun-filled" Learning Experience, complete with Learning Manuals/Hand-outs, Certificates, Freebies and FREE Parking!! plus... Breakfast, Sumptuous Buffet Lunch & Snacks
For the benefit of:
www.abetterchancefoundation.org.ph
For seat reservations or queries, please call Mitch
or Kristine...
ARIVA! Seminar & Convention Organizers
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870
Email: SuccessSeminars@Ariva.com.ph
R E G I S T E R O N L I N E: www.Ariva.com.ph
APRIL 2008
Date: April 10, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City
BUSINESS ENGLISH COMMUNICATION SERIES:
Peak Performance on the Phone!
Does your “phonetics” still entail sincere servicing?
Here’s a course that lets you improve phone-servicing
skills (landline and cell based). Knowing more about
phone management gives you the edge in servicing.
It’s time to give your front liners that POP-experience
for you to achieve exemplary professional image and
winning business results!
Learning Investment for the Half-Day Seminar:
Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)
Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)
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Date: April 10, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City
BUSINESS ENGLISH COMMUNICATION SERIES:
Speak to Succeed!
Encounters…meetings…functions…events…you name it!
They all happen at work! And just to be consistently
considered unblemished with our spoken English—
there are still Filipino professionals who would rather
keep silent or distant in situations like these. Question?
Are you one of them? Time to shine, my friend! If fear of
using English is what actually stops you, don’t let these
kind of frights manage you. It’s about time you manage
them! Here’s a course that lets you gain confidence in
conversational English and use it as one great tool for
professional success!
Learning Investment for the Half-Day Seminar:
Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)
Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)
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Date: April 11, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: Dusit Hotel Nikko, Makati City
CORPORATE IMAGE ENHANCEMENT SERIES:
Business and Social Protocol
Work yourself up the corporate ladder with confidence
and grace! Our aim is to provide you with the principles
and skills needed to be competent professionals and
to project that professional image. This seminar will
hone your business and social skills.
Learning Investment for the Half-Day Seminar:
Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)
Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)
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Date: April 11, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: Dusit Hotel Nikko, Makati City
CORPORATE IMAGE ENHANCEMENT SERIES:
Power Dressing & Style
Make an impact with a power image! Our seminar will
provide you with the knowledge and skills needed to
create a professional image and to improve your fashion
sense and personal style.
Learning Investment for the Half-Day Seminar:
Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)
Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)
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Date: April 16 - 17, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City
MANAGING YOUR SALES RESULTS:
PERFORMANCE MANAGEMENT
Beyond the traditional booking of sales, this session addresses
the concern of measuring effort that would lead into the
Performance Management process.
Learning Investment for the 2-Day Seminar-Workshop
Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)
Early Bird Rate : PHP. 9,948.00
(Pay on or before April 11, 2008)
Regular Rate : PHP. 11,348.00
(Starting April 12, 2008)
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Date: April 17 - 18, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City
TEAM MATTERS: DEVELOPING
TEAM LEADERSHIP SKILLS PROGRAM
"Team" is a word and concept that is being discussed
more and more as businesses and organizations strive
to improve profitability, effectiveness, and efficiency.
Building a team is hard work. It can also be quite stressful
if you lack the team skills.
Attend our two-day skills based workshop that
enhances team leader skills to effectively lead and
motivate team. This is a unique training program that
equips team leaders with tools and techniques in
assessing the team's level of "team-ness" and create
action plans to address gaps.
Learning Investment for the 2-Day Seminar-Workshop
Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)
Early Bird Rate : PHP. 9,948.00
(Pay on or before April 12, 2008)
Regular Rate : PHP. 11,348.00
(Starting April 13, 2008)
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Date: April 24 - 25, 2008
Time: 8:30 AM to 5:30 PM
Venue: CSB HOTEL, MANILA
SUCCESS SERIES CONVENTION
"ReDiscover the Power of Professionalism"
(2008 Convention for Executive Secretaries and
Administrative Executives)
Learning Investment for the 2-Day Convention
Super Saver Rate : PHP. 5,348.00
(Pay on or before March 7, 2008)
Early Bird Rate : PHP. 6,148.00
(Pay on or before March 24, 2008)
Regular Rate ; PHP. 6,848.00
(Starting March 25, 2008)
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