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Course Synopsis (P1 & P2) - Synel UK

PROGRAMME SYNOPSIS

Consistently Delivering Exceptional Service

Phase One: Wednesday 23rd January 2019

Timings: Morning Session: 09:30 - 12:45 | Afternoon Session: 13:30 - 16:45

(10min): Introduction

  • Overview: Trainer introduction / setting the scene.

Module One

(10min): Establishing a Common Service Language

  • Topic Overview: Creating a service culture requires the establishment of a Common Service Language describing specific behaviours to consistently deliver exceptional service.

(10min): Service Vision

  • Topic Overview: If you were to ask your colleagues 'what is our Service Vision?' would they be able to tell you? Dalai Lama said it best - "In order to carry a positive action we must develop here a positive vision." Ask yourself 'What three things do you most want your customers to say about their experience with you?'

(30min): Service Principles

  • Topic Overview: When it comes to serving internal and external customers, there are three principles that always apply: 'From a factual perspective the customer is NOT always right'; 'The customer's PERCEPTION is their reality'; and 'Never REDUCE the quality of service based on the customers behaviour/attitude'. These Service Principles underpin the delivery of informative, empathetic and professional customer service.

(30min): Creating a Seamless Customer Experience

  • Topic Overview: A seamless customer experience is achieved when representatives deliberately avoid divulging inappropriate information that could be regarded as negative, unhelpful or irrelevant by the customer. Organisational shortfalls include; "The systems running typically slow"; "We're short staffed today"; and "We have problems with our suppliers". Information needs to be presented in a positive manner which takes in to consideration the customer experience.

(10min): BREAK

Module Two

(50min): Service Levels Framework™

  • Topic Overview: Empowering people to 'Go the extra mile' for customers leaves too much to interpretation. Service Levels must be clearly defined and applicable to the role of every representative if consistency in service delivery is to be achieved and Service Vision fulfilled. Our Service Levels framework makes this possible: Level One = Self-Focused; Level Two = Task-Focused; Level Three = Option-Focused; Level Four = Outcome-Focused.

(30min): Using Positive and Persuasive Language

  • Topic Overview: A positive and persuasive communicator always considers the impact their language will have on the customers conscious, subconscious and unconscious mind - increasing the chances of the desired interpretation being made. This topic explores the Pros and Cons of using day-to-day phrases along with alternatives phrases that may work more effectively.

PROGRAMME SYNOPSIS

Consistently Delivering Exceptional Service

Phase Two: Wednesday 13th March 2019

Timings: Morning Session: 09:30 - 12:45 | Afternoon Session: 13:30 - 16:45

(15min): Phase One Recap

  • Overview: Recap / Opportunity to ask further questions.

Module Three

(45min): Factors of the Voice

  • Topic Overview: According to countless studies on the impact of communication skills, someone's voice (tone) is more influential than the words they use - "It's not what you say, it's how you say it". Becoming a persuasive communicator requires full control of the voice to send the desired message. Interestingly, physiology (body language) plays a key role in how the voice sounds. Voice factors include tone (enthusiastic / empathetic) inflection (upward / downward), volume and pace.

(40min): Tactfully Highlighting People's Mistakes

  • Overview: Everyone reacts differently to feedback. Highlighting even the smallest of mistakes can result in people feeling accused or embarrassed. A tactful person carefully selects the correct levels of assertion when highlighting mistakes to avoid humiliating people or causing communications to unnecessarily escalate.

(5min): Module Three Knowledge Quiz

(10min): BREAK

Module Four

(70min): Managing Expectations / Proactively Saying "No" to Requests

  • Topic Overview: It can be easy to say "no" to customers' requests without fully understanding what they are asking for or why they are asking for it. A proactive approach requires the representative to qualify customers' requests before they explain what isn't possible and use this valuable information to provide outcomes specific to customers' needs.

(5min): Module Four Knowledge Quiz

(5min): Certificate of Training