Overview
The interactions a student has with your front-line and academic staff members are crucial to engagement and retention. This program is designed especially for team members who want to learn how to improve customer service for students and parents. This program uses a mix of instructive, interactive, and working sessions; learn how to set your institution apart from the competition with superior customer service. The instructor will help you better understand and apply the service standards that matter such as:
- Comprehensive responsiveness
- Efficiency
- Listening and clear communication
- Empathy and conflict management
You will also learn how to deal with conflict based on your communication style, techniques for managing angry or frustrated customers, methods for de-escalating conversations, and ways to prevent yourself from getting pulled into emotional confrontations
Skills Covered
Upon completion of this programme, the participants will be able to :
- Apply customer service fundamentals to role on campus.
- Explain the importance of a positive attitude in delivering good customer service
- Identify barriers to providing high quality customer service
- Apply techniques for dealing with angry or upset customers
- Understand and identify different behavioral styles and adapt as necessary
- Successful understanding will be demonstrated through correct completion of case studies and role play
- Illustrate the T.A.R. principles in customer service
- Rephrase blunt communication for better results
- Develop an action plan to improve customer service skills
Prerequisites
There are no prerequisites required to attend this course.
Target Audience
This program is suitable for staff who needs to communicate in a confident, efficient and friendly manner to their unique set of customers and who want to learn ways to improve customer service for students and parents
Module 1: What An Attitude: Where Service Excellence Starts
- What is Customer Service
- Define good customer service.
- “What is your definition of incredible customer service?”
- Appreciate that customer satisfaction is based on perceptions
- Prepare yourself to handle customers by knowing how and where they get their expectations
- Managing Customer Perceptions
- Identifying the Head and Heart Wants of my customers
- Meeting and exceeding their expectations to engage them.
- Establish a baseline or an acceptable level of good service and prepare a list of ideas and services that exceed those levels.
Module 2: Building A Healthy Culture In Service
- People
- Direction, commitment and competencies (DCC)
- Core Values : RECIPE
- Say: Do: Be: Activity for RECIPE
Module 3: The S.T.A.R. Principles In Customer Service
- Defining service standard
- Special Treatment
- Timely Attention
- Focus on that is the Main Objective
- Ask question to get Clear Picture and avoid Assumption
- Search for common ground to understand Customer point of view
- Take Action to ensure Customer is satisfy with the results
- Assurance
- Reliability
- Responsible and have Sense of Ownership towards Customer Concern
- Organize well by Displaying Systematic Standards and Processes
- Consistency in delivering Service and Products
Module 4: Delivering No And Other Bad News
- What words to use to encourage better communication
- How to use words to build rapport
- How to turn negative phrases or words to positive ones
- Using positive language
Module 5: Excellence In Communication II
- Listening more carefully and responsively
- Questioning Skills
- Emphatic listening and deep level communication
Module 6: Using Questions To Reach Out
- Asking questions more “open-endedly.”
- Translating “yes-no” questions.
- Asking pertinent questions and gathering the facts
- Ensuring the Customer Feels Listened To
- Activity – Asking Questions
Module 7: Sharing Difficult Customer Situations
- Understanding your customers complaints – Case study
- Verifying Customers Objections
- Solid Understanding of Meeting Customers’ Needs and Simply offering or forcing a solution
- Dealing with Customers Emotions and Showing Empathy
- Logically solve customers’ needs
- Case study & Role Play
Module 8: Manage EQ To Build Interpersonal Efficiency
- What are the characteristics of an excellent customer service personnel
- Managing my emotions, mindset and attitude
- Self-Reflection
- Understanding your Needs
- Exploring Mini Breaks
- Intuition in Facing Situation Arises and making Justifiable Decision
Module 9: Personal Action Plan
- My action plan going forward
Exam & Certification
This course is not associated with any Certification.
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