CUSTOMER CARE CHAMPIONSHIP: A MULTICHANNEL CUSTOMER SERVICE TRAINING IN THE PHILIPPINES

A One-day Corporate EnterTrainment on Providing World-Class Multichannel Customer Service

Customizable: Yes

By the end of this corporate training program, the participants should have been able to:

1. Exceed their customers’ expectations by knowing, understanding, appreciating, and applying the accompanying cognitive skills, competencies, and character needed to make them happy, satisfied, and contented during the customer service experience;
2. Implement such knowledge, skills, and attitude via different channels where customer service can be provided namely in-person, telephone, and/or email;
3. Realize the significance and correlation among happy, satisfied, and contented customers, employees, and company.

This EnterTrainment is best taken advantage of by:

Phone:

1. Call center agents/representatives
2. Telephone operators
3. Any employee using phone to serve either internal or external clients

Face-to-Face:

1. Sales and marketing employees
2. Front liners
3. Any employee facing customers in person

Email

1. Email support
2. Any employee who uses the email in corresponding with customers

EnterTrainment Program:

MODULE I: THE ANATOMY OF A WORLD-CLASS CUSTOMER CARE CHAMPION

• Cognition: It all starts with the mentality
  • Find your deep whys and whats
  • Realizing and appreciating the benefits/advantages of providing world-class customer service to self, customers, and others
• Competencies: Skills to possess
  • What to say
  • How to say it
  • How to look
• Character: Developing one’s personality
  • Characteristics of an ideal customer care champion

MODULE II: WHAT TO SAY: THE VERBAL COMPONENT OF CUSTOMER CARE

• Setting expectations: The most critical tool of a customer service provider
• Assertiveness: Balancing representing one’s company and giving customers a customer experience they deserve
  • Active listening
  • Responding appropriately through positive framing

MODULE III: HOW TO SAY: THE VOCAL COMPONENT OF CUSTOMER CARE

• The theatrics of customer care: Showing the right emotions
• Anger management
• The power of empathy

MODULE IV: HOW TO LOOK: THE VISUAL COMPONENT OF CUSTOMER CARE

• Regulating, and enhancing one’s:
  • Facial expressions
  • Body language

MODULE V: CUSTOMER SERVICE ETIQUETTE

• Best practices in providing a customer-focused service

EnterTrainment Highlights:

• Interactive Discussions
• Use of videos and audios
• Workshop through role-plays
• Concept download
• EnterTrainment at its best!