Business Development Training Certification Program
Providing superior service, building relationships with customers and projecting a positive image for yourself and for the organization.
Date: December 3 & 10 (Thursdays)
Time: 1:00~5:30 pm
Venue: Cyberport IncuTrain Centre - Solution Lab
Level 5, Cyberport 3(Core F), 100Cyberport Road, HK
Language: English
About This Program
Service that delights customers comes from the heart. It can’t be mechanical. Ultimately, one can’t sound caring if one does not care.
That is the reason why this workshop must go beyond process driven customer service techniques into the realm of "values driven service”.
During these two days, besides acquiring practical hands-on techniques, to practice the application of new skills and see themselves on camera, participants have the chance to explore the “what-is-in-it” for themselves as individuals in providing superior service.
Focus is also placed on key elements of personal development that must be explored to support the professional development of individuals who provide service.
Program Objectives
As a result of completing our 1-day Delighting Your Customers program, participants will be able:
1. To agree on the benefits of superior service to the service providers themselves.
2. To consciously apply techniques to enhance you non-verbal communication so as to present yourself professionally and positively.
3. To apply customer-focused language.
4. To avoid aggressiveness while being assertive.
5. To manage the impact that customers’ expectations have on the perceived level of service.
6. To explain the hierarchy of customers’ expectations.
7. To consistently address the customer’s needs and concerns with tact and professionalism.
Program Outline
1-day program delivered over 2 half-day sessions - 1pm to 5.30pm
Session One: Introduction And Projecting a Positive Image
· We will discuss the objectives of the program and the course methodology (i.e. Accelerated Learning and Neuro Linguistic Programming).
· We will discuss how the concept of service relates to the image of the department, the organization and the individual providing the service.
· Participants will develop their individual personal messaging strategies and explore how their own strategies related to the company’s service mission.
Session Two: Superior Service Face-to-face - Role-play
· In groups, participants role-play typical service breakdown situations faced on the job where they have to provide superior service to internal or external customers.
Session Three: Verbal And Nonverbal Communication for Superior Service
· We will discuss how to improve the perceived level of service by applying customer service language, consciously using the voice and projecting a positive body image.
Session Four: Superior Service Face-to-face - Role-play Review
· The group will review the role-plays and each participant will identify and take note of what they need to change for the verbal, visual and vocal elements.
Session Five: Understanding the Concept of Service
· We will discuss the connection between service, expectation management and customer delight.
· After discussing the hierarchy of customers’ expectations, participants brainstorm and relate the concepts learned with real life situations experienced in the company.
Session Six: Parts Of A Superior Service Encounter
· We will explore the different parts of a service encounter with customers, and how these can be seamlessly integrated, ensuring satisfaction for the client as well as the service provider:
- Greeting
- Connecting
- Conducting a Needs Analysis
- Proposing a Solution & Providing Options
- Getting an Agreement
- Closing
Session Seven: Video Role-Play and Review
· Participants have the chance to internalize and solidify everything that they have learned through a role-play.
· Incorporating all the concepts learned, in groups, participants will role-play service related situations based upon various real-life case studies.
· We will review performance by following the Superior Service Checklist.
Session Eight: Personal Development Plan And Conclusion
· Participants develop a Personal Action Plan (PAP) to support continuous learning on-site.
Facilitator: Ms. CRISTINA RODENBECK
Course Fee: HK$3,000
Note:
Apply 2 modules to enjoy 10% discount
Apply 3+ modules to enjoy 20% discount
**Cyberport IncuTrain Centre's incubatees enjoy 75% reimbursement (Only HK$750 after 75% reimbursement )
**Cyberport IncuTrain Centre's alumni enjoy 50% reimbursement (Only HK$1,500 after 50% reimbursement )
Seat available: 16
Application deadline: November 19, 2009
Attention: Hong Kong Cyberport Management Co. Ltd. Cyberport IncuTrain Centre and ACT reserve the right to change the content of the course.
Enquiry hotline: 31663900
Email: training@cyberport.hk
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