The Essentials of Service Excellence
DATE: October 19, 2010
TIME: 8:30am-5:30pm
VENUE: Mandarin Oriental Hotel, Makati

The business environment is getting to be more challenging no matter what industry you belong to. Every year, the products and services we offer as well as those offered by our competitors become more equivalent. They are nearly equal in price and specifications.

For the longest time, we have focused on price and quality as the main factors in differentiating our product and service offerings. But the fact is, our customers are focusing on the way they are served. This led to the drive for businesses to improve more on providing valuable service through genuine customer care.  Today, more and more companies are focused on providing the “best customer experience” that will create “customers for life!”

The foundation of this initiative will be the employees and the culture of customer service within the company. However, serving customers is not the same as providing the “best customer experience.” Going beyond traditional service concepts, this seminar presents new and innovative ways to create strong customer relationships in easy to understand and relevant situations.

The seminar discussion will be divided into three (3) areas: 

Part 1 – The Service Provider: Up Close and Personal

The purpose of this module is to explore the value of customer service to the participants as well as measure their readiness to serve the clients.

Part 2 – The Customer: Understanding who they are, what they need and how to provide exceptional customer service to them

This module explores the clients’ needs and expectations. In this part of the seminar, the idea is to have the participants think like their customers thereby developing a proactive, not reactive mindset.


Part 3 – Building the Service Culture: Living up to your Company’s Brand Promise

This part of the seminar tackles the value of the participants’ role as advocates of the company and brand. The discussion will center on specific areas of customer service excellence like communication, service procedures and complaint and customer management.

The main purpose of this program is to provide your employees an opportunity to enhance their skills and knowledge to consciously pursue excellence in every customer contact. 

The bottom line is to build a customer service advantage for your company in a dynamic, and increasingly competitive market that would attract, retain and delight clients.

Part 1 – The Service Provider: Up Close and Personal

Module I – Analyzing your Customer Service Mindset

Activity: Testing your Service Proficiency
A.    Customer Service vs. Customer “Swervice” in the Philippine Setting
       1.    Understanding our natural human tendencies 
       2.    The Three Dimensions of Service Providers
              a.    Technical
              b.    Emotional
              c.    Unconscious Creative

B.    Changing the Paradigm of Customer Service
       1.    What is Customer Service?
              a.    How the Service Provider defines it
              b.    How the Customers define it

       2.    Developing your Commitment to Serve
              a.   Mindset One: Be the Company!             
              b.   Mindset Two: Treat customers as your Personal Responsibility           
              c.   Mindset Three: Be aware that everything you do or don’t do creates an impression          

C.    The Connection between Customer Service and Employee Buy-in
       1.    Employee Buy-in Defined
       2.    The Four Types of Employee Buy-in
              a.    Weak Links
              b.    Loose Cannons
              c.    Bystanders
              d.    Champions

       3.    Accepting Responsibility for Customer Delight
             a.    Customer Care vs. Customer Service
             b.    The Proactive vs. Reactive Service Mindset

D.    Projecting the “Right” Service Image 
       1.    Image Projection Essentials
       2.    Communication Processes
              a.    Non-verbal
              b.    Verbal
              c.    Active Listening
              d.    Meta-Messaging


Part 2 – The Customer: Understanding who they are, what they need and how to provide exceptional customer service to them

Module I – Profiling your Clients
A.    Who are they?
       1.    Going Beyond Demographic Profiles
              a.    They are successful people
              b.    They expect high levels of customer service
              c.    They demand respect and courtesy at all times

       2.    Understanding the Customers’ Perspective
              a.    The 5 Drivers of Customer Satisfaction and Delight
              b.    What Customers Hate about Service Providers

B.    What do they need from you?
       1.    Sensitivity and Attention
       2.    Reliability and Dependability
       3.    Accuracy and Speed
       4.    Empathy and Understanding

Module II – The Importance of Customer Psychology in Customer Service

A.    Emotional Intelligence Applied to Customer Service
       1.    What is EiQ?
       2.    The 5 Areas of Emotional Intelligence
       3.    How EiQ is Applied in Service

B.    Managing Different Customer Classifications
       1.    The 4 General Types of Customers
       2.    Managing Interactions with Filipino  and Foreign Customers

C.    Analyzing Complaint Management Procedures
       1.    Analyzing Common complaints that you receive
       2.    The Anatomy of a Customer Complaint
       3.    The Costs of Poor Quality Service

D.    Approaches to Complaint Management
       1.    Standard vs. Special Reactions to Complaints
       2.    Checking your Complaint Handling Procedures
       3.    Developing Improvement Actions to Manage Complaints Better


Part 3 – Building the Service Culture: Living up to your Company’s Brand Promise

Module I – What is your Company’s Brand Promise?

A.    Defining your Company and Brand of Service
       1.    Brand Personality
       2.    Brand Image
       3.    Brand Attributes
       4.    Brand Essence

B.    Customer Touch Point Mapping and Analysis
       1.    Mapping your Service Deliver from the Customer’s Standpoint
       2.    Specifying Problem Areas and Root Causes
       3.    Developing Improvement Actions

Module II – You are the Foundation of Service Excellence

A.    Mastering the Art of Calm in Customer Care
B.    Keeping Customer Service Professional
C.    Individual Activity: Writing and Sharing your Personal Customer Service Credo

Module III – Creating your Service Excellence Plan

A.    Problem and Situation Analysis
B.    Addressing the Root Causes of Service Problems
C.    Creating and Implementing a Procedural Action Plan
D.    Evaluating the Results 

Rates per participant:
  • P6, 500 + VAT  until September 28, 2010 and paid within the assigned due date
  • P7, 500 + VAT  starting September 29, 2010 and paid within the assigned due date
  • P8, 500  + VAT for on-site payments

DURATION: 1-Day

RATE: 7500.00 Peso

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