Customer Serivce Excellence

In Reaching Beyond Excellence

One day learning programme on

‘Customer Service Excellence’

Facilitated by Dhammika Kalapuge MCIM(UK), CPM, FAMI, FABE(UK)


Objective

This programme will enlighten the participants with a road map to understand modern techniques available in providing an outstanding service to customers through extension of customer care. It will persuade the participants for a behavioural change in regard to how they should deal with customers who are human beings with feelings and emotions. Moreover, how to treat customers as important ‘guests’ when they deal with the Institution in anticipation of solutions to their daily needs.

Rationale

Providing ‘care’ to both external and internal customers is a ‘mindset’ to which every employee in the organisation should be attuned. To begin with, everyone should understand that customers are fellow human beings. It is a fact in life that ‘human beings’ always like to be treated with dignity. Offering something to the customers to feel that they are being cared for beyond a mere deal helps customers to develop relationship with such product/service providers.

Target Audience

Managers who are responsible for customer service units, Frontline Staff, Sales Staff, Back office and support staff ideally with50 numbers in a batch.

Training Methodology

Combinations of mini-lectures, open forum discussions and full of real life examples.

Course Contents:

1. Overviews on customer care and thereby developing the right attitude to serve customers.

2. The human behaviour in building relationships and how it applies to the Institution in building partnerships with customers.

3. The demonstration of the Institution personality when dealing with customers.

4. Providing world-class service standards with a local touch that suits best in extending care to your own customers.

5. The organisations Front office / Back office integration towards providing service excellence.

6. Breaking the paradigm to transform problems into opportunities to provide service excellence.

7. Setting standards in your own role at the Institution to extend an outstanding service.