Customer Service – Level 2

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’ FeedbackAfter completing this workshop module, participants will be able to:Define the difference between customer service and customer careIdentify different ways of following up with customers after a customer interactionIdentify different ways of staying in touch with customers both before and after customer interactionsFollow through by soliciting customers’ opinionsFollow through by opening lines of communication with citizens and then keeping them OPENFollow through by checking with customers to be sure their needs were met and by soliciting their feedbackHow to convince my boss that I should time doing these customer service things – they are time consumingHelp customers to understand the value of the service that they have receivedExplain how customer care can contribute to their organization becoming a “beloved county,” that delivers what customers desireDetermine their individual personal customer care brandDescribe 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 themAssess what their customers think of them, to determine where they are now and where they need to beIdentify their personal customer care gapsPlay to their strengths in taking care of customersPlan actions that they can take now to enhance their customer care, without authority from managementConsider actions or recommendations that would improve customer care performance, which require management approval or interdepartmental cooperationDescribe their personal customer care bookends – how to create a purposeful beginning and ending to moments of customer contactDay 2: Developing Your Organization’s Reputation: It’s All About Customer TrustAfter completing this workshop module, participants will be able to:Determine how they can really connect with and engage their customers and make them feel valuedDemonstrate how to make customers see participants’ gratitudeExplain the 8 trust mythsDo something about building their personal credibility in customers’ eyes, through participants’ actionsBuild 13 customer care behaviors into their daily routines to build relationship trust with customersExplain how to restore customer trust when it is lostUnderstand how organizations can manage their reputation and what role participants can play in that processUnderstand how organizations can build their word-of-mouth reputation and what role participants can play in that processExplain the 9 biggest reputation mistakesExplain how to fix bad reviews of their organization’s serviceDay 3: The Importance of Customer Loyalty: Leading LoyaltyAfter completing this workshop module, participants will be able to:Explain what customer loyalty means and why they and their organization should care about itExplain how to increase customer loyalty and what they can do to facilitate the loyaltyConnect customer loyalty with participant morale and motivation at workConnect customer loyalty to emotional intelligenceIdentify actions that participants will take to improve their own emotional intelligenceRecognize their personal gratitude towards customers and the participants’ role in customer careHelp to fix bad customer reviews of their organization’s level of customer careAvoid loyalty killersExplain the role of ethics in customer careBuild ethical principles into their daily routine for customer careDay 4: The Nature of Persuasion: Looking Out for the Customer’s Best InterestAfter completing this workshop module, participants will be able to:Help customers see that participants are responding to their requirements or needsThink 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 recommendationsState the most frequent situations in which participants must persuade customers to consider recommended options and list the factors of importance to themGenerate open questions which enable customers to determine the benefits of the recommendationsMake their recommendations to their customers attractive to the customerDay 5: The Importance of Teamwork in Customer CareAfter completing this workshop module, participants will be able to:Recognize the importance of teamwork in customer careAnalyze their current team situation, in relationship to customer carePlan improvements that they wish to make to their team, to take better care of customersIdentify customer service chains and state ways in which customer care can be improved internallyRecognize systems and processes that are unfriendly to customers and identify ways of improving theseDay 6: Keeping the Pot Boiling: Making Customer Care A Way of Life in Your AreaAfter completing this workshop module, participants will be able to:Help ensure that the psychology behind customer care permeates the organizationFostering initiative from everyone they canGet others around them to implement excellent customer service practicesBuilding enthusiasm and pride in the job, the level of customer care, and the organizationSpecify what they will do to ensure that customer care becomes a way of life in the areas for which they are responsibleAppreciate the need, and their own individual responsibility, for generating 1% of organizational improvements in customer careApply the techniques of lateral thinking to their service and operations to generate customer care improvementsConnect customer care to their organization’s valuesCreate a plan for how to defend the customer care culture, through Force-Field AnalysisUp 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.