D.A.R.T.S
Today’s organizations compete at every facet of business and the only differentiating factor that significantly impacts the bottom line is the level of customer service accorded to the customers. Thus, there needs to be a unique service culture in organizations to create a truly winning culture addressing customers.
DARTS or Developing the Art of Total Service is an exciting customer service program addressing the very core of providing excellent service. Customer satisfaction and loyalty are words related to the human emotions. Thus, this program focuses skills in Emotional Intelligence to allow participants to read the customers’ emotions and lead them towards satisfaction in all interactions; the ability to manage what really counts – the moments of truth.
Methodology:
Lectures, discussions, team projects, individual exercises and role-plays. Videos will be used where appropriate to enhance learning.
For Whom:
Everyone especially customer service personnal.
Class Size:
25 persons
Duration:
1, 2 or 3 days depending on departmental needs
DARTS is an exciting customer service program addressing the very core of providing excellent service. Customer satisfaction and loyalty are words related to the human emotions.
DARTS focuses skills in Emotional Intelligence to allow participants to read the customers’ emotions and lead them towards satisfaction in all interactions thus the ability to manage what really counts; the moments of truth.
Objectives:
- Express the concept and value of providing quality customer service.
- Define the role and responsibilities of a service provider.
- Develop and match the personal value system with that of the organization.
- Develop the emotional intelligent (EQ) service attributes; the fundamentals of a service provider’s emotional make up.
- List down methods to manage personal and customer emotions.(Anger, Fear, Embarrassment, Contempt, Sadness, Impatience).
- Develop actions towards rapport building with customers.
- Value complaints as opportunities to attain customer loyalty.
- Handle and resolve complaints professionally.
- Enhance teamwork and internal customer service.
- What is Exceptional Service?
- The Service Provider’s responsibilities
- Developing the EQ Service Attributes
- Understanding the Service Cycle and Levels of Customer Interactions.
- Building Customer Relationships Through T.I.P.S
- (Trust, Integrity, Proactively, Solutions)
- The different levels of service interactions
- Developing Active Listening Skill
- Identifying Listening Impairments
- The 5 steps to handle and resolve complaints professionally
- (listen, understand, identify, discuss solutions and solve).
- Managing our emotions when dealing with difficult customers.
- Techniques to deal with difficult customers.
- Understanding the communication process
- Identifying and overcoming communication barriers
- The art of listening
- The receiver’s role
- How we sound over the telephone
- Good telephone practice
- Call control
- The Internal Customer- Who are they and What do they need?
- Define the role and responsibilities of a service provider.
- Describe and develop the emotional intelligence (EQ) service attributes that form the fundamentals of a service provider’s emotional and psychological make up.
- Build lasting relationship with customers through Trust, Integrity, Proactivity and Solutions
- Use the service cycles of Explore, Agree, Deliver and Assure.
- Focus and exploit the different levels of Customer Interactions to influence customers.
- Value and welcome complaints as opportunities to provide redress and attain customer loyalty and satisfaction
- Handle and resolve complaints professionally
- Develop and refine their listening skills
- Manage their emotions when dealing with difficult customers.
- Identify and deal with the different types of difficult customers.
- Effectively employ verbal and tonal aspects of telecommunication
- List and practice the good telephone practices
- Control and manipulate incoming/outgoing call