Enhancement of Customer Service delivery in the Public Sector

Course Overview:

The internet has transformed the marketplace: customers can research, purchase, and review products and services from the comfort of their own home, or office. Customer prospects have heightened. They demand consistent, professional and effective service from their suppliers. This highly interactive and fun program examines detailed how to build lasting relationships and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty.

Course Objectives:

At the end of this course, the participants will be able to:

Build lasting and meaningful relationships with your customers
Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace
Gain a greater understanding of your customer's needs and how to satisfy them
Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
Influence with integrity and crystal-clear communication
Create and adapt crystal-clear models for communication between the organization and its customers
Get the ability to tailor services to meet their customers’ needs
Build a long-term relationship between the organization and its customers

Course Coverage:

Topic 1: The World of Customer Service Excellence:

Customer Service and what it means
Identifying excellence in front-line customer services
What are the services and products that you offer?
The Role of NLP and Emotional Excellence in customer service
What do your customers say about you and your organization?
What do you want your customers to say?
Myths and Legends about customer service

Topic 2: Gaining a Greater Understanding of Your Company:

From judgments to behavioural flexibility
Behavioural traits and how to identify them
Modifying your behaviour to match others
Building lasting rapport
Sharpen your senses to the signals others are sending you
Connect with colleagues and clients at a level that creates deeper trust and commitment
Step into another person’s shoes to better appreciate their experiences and motivations
Body language clues that show how others are thinking and responding to you
Non-verbal clues that show if someone is telling the truth

Topic 3: Communication Masterclass:

What is crystal clear communication?
Communication excellence through powerful listening and questioning techniques
Thinking patterns
Filters to communication
Metaphors & Models
Using perceptual positions to understand your customers’ point of view
Logical levels of change
Building climates of trust
Creating well-formed outcomes
Communication skills exercises

Topic 4: Influencing with Integrity:

The importance of value sets in the modern-day business
Influencing the Influencers and high fliers
The importance of matching others’ language patterns
Mirroring and pacing - what do they mean?
Internal and external references
Coaching - a tool for self and others
Influencing exercises

Topic 5: Conflict and Challenge:

Assertiveness and what it means
Dealing with difficult people in an assertive way
Dealing with difficult customers
Maintaining high standards of customer service
Reviewing the service that you offer and reacting accordingly
Embracing change for the good of all
Personal planning - dealing with your customer

Topic 6: The Business Case for Customer Service Excellence:

Why excellence in customer service is a hot business boardroom issue
Understanding what your customers expect
Benchmarking for competitive success
Meeting and exceeding changing customer expectations
Assessing your organizational culture for customer service focus
Core Foundations for Building a customer-centric culture
Overcoming Obstacles to customer service excellence

Topic 7: Improving Customer Service Standards:

Showing your customers, you are serious about providing customer service excellence
Resolving customer service challenges positively
The six hats problem-solving approach
Shifting perceptual positions
Resolving complaints, disputes and conflict
Role modelling top performers in customer service.
Moving closer to the customer - rapport skills to build better relationships

Topic 8: Creating a Culture of Service Excellence Through Continuous Learning:

What is a learning organization?
Creating a vision for customer service excellence and continuous learning in your organization
Applying continuous learning strategies to customer service excellence
Planning for change - using the Neurological levels model
Leading by example - teaching others through behavioural excellence
There is no failure only feedback - moving forward for personal and business growth
Building teamwork, cooperation, and collaboration with colleagues

Topic 9: Hiring for Attitude - Training for Skills:

The importance of a strong value set in customer service delivery excellence
Core customer service qualities and competencies
The transferability of customer service skills
Retaining and motivating your best people
Developing staff engagement in the business
Understanding the psychological contract and its impact on staff
Using rewards and incentives to motivate performance
The Importance of the team leader/supervisor in frontline staff employment
Addressing ‘real-life’ work challenges in customer service excellence

Topic 10: Assessing Customer Service Training and Development Programs:

Why skills training is on the boardroom agenda of successful organizations
How to develop customer service excellence to compete in a global marketplace
What to look for when choosing a skills development or training program
Addressing attitudinal issues in learning
Assessing the impact of customer service training in the workplace on the customer, the team and the business
High-performance coaching methods for customer service excellence and staff retention
Maintaining positivity in the workplace
Action planning to take the learning back and develop it further

Targeted Participants:

Executives, Managers, and Decision-Makers who are keen on improving performance by taking their customers to higher levels of satisfaction
Customer Service Managers and Supervisors interested in advanced customer service tools
Customer Service Professionals who want to extend their skills and knowledge for higher productivity