Course Title : EXCELLENT CUSTOMER SERVICE SKILLS
Language of Instruction: Khmer
Venue : Sunway Hotel – Grand Wat Phnom Room
Duration : 2 Days (16 Hours)
Date : 21 & 22 July 2011
Time : 08:30 – 17:30
Admission Fee : USD169.00 (from 16TH of July, the price will be $199 per participant.)
Free : Coffee Breaks, Lunch, Training Materials and Certificate of Attendance from OXCEL.
Group booking : 5 persons will get one free.
We have only 6 seats available, please book your seat now. For more information/ registration, please feel free to contact us.
OXCEL (CAMBODIA) CO., LTD
The Cambodia Representative Office of The Oxford Centre For Leadership (OXCEL, UK) | No. 74, Street No.360, Sangkat Boeung Keng Kang III, Khan Chamkarmorn, Phnom Penh, Kingdom of Cambodia| Cell Phone: |015-959595 | 012-225252 | 015757575| Tel: 023-216313 | 023-987545| Fax: 023-993876 | E-mail: info@oxcelcambodia.com | Website: www.oxcelcambodia.com | For OXCEL Live DVDs: www.oxceldvd.com | F: www.facebook.com/oxcelcambodia
EXCELLENT CUSTOMER SERVICE COURSE OUTLINE
AIM:
After studying the workshop and attending the seminar, learners will be better able to:
1) Define and categorize of customers;
2) Explain the importance and the content of caring for customers;
3) Analyze the role of human factors in the quality of the service of caring for customers;
4) Introduce the principles of communication in contacting with customers;
5) Introduce the procedures of caring for customers.
TOPIC | OBJECTIVE | ACTIVITY |
INTRODUCTION | l Get to know each other | l Whole class activity: mingle around the class. |
PRE-TEST | l Assess their time management skills | l Individual completes pre- test |
OBJECTIVES | l Clarify objectives | l Mini-lecture |
GROUND RULES | l Achieve the training course: - participate well, - listen to each other - share ideas in group | l Brainstorming from the class |
FEELING ABOUT FOR CARING CUSTOMERS | l Evaluate their weaknesses and strengths and compare their feeling about for caring customers | l Group work: read the statements; compare their feeling and give own reasons about for caring customers |
DEFINING THE IMPORTANCE OF CUSTOMERS | l Apply reasons why they should care for customers | l Game: Read the statements in the box and think about the reasons why they should care for customers l Explain the factors that make customers extremely important to business. |
DEFINING AND CLASSIFICATION OF CUSTOMERS | l Define who the customer is | l Study case: define who the customer is. l Arrange the sections and arrows in order the line of service |
WHAT IS CARING FOR CUSTOMERS? | l Describe the content of caring for customers. (ex, warmly greeting, suggesting helps, reminding customers what should be done…) | l Read the content and analyze the good things related to caring for customers |
THREE-PILLAR FACTOR TO SATISFY CUSTOMERS OVERALL | l List three pillar factors to satisfy customers: 1) Product factor 2) Convenience factor 3) Human factor | l Study case on: “Suite tailored” Group 1: list all the items that relate to “product factor” Group 2 “convenience factor”, Group 3 “human factor”. |
ROLE OF BUSINESS OWNER IN CARING FOR CUSTOMERS (CFC) | l List and explain the task the managers need to do to ensure the customers’ satisfaction. a) culture = system of beliefs and values of a community; culture affect to attitude and behavior of the members of the community b) caring customers culture = belief of “customers are the most important to business” and this belief is shared by every member of the business c) build up culture can be to create the belief for all businesses about the importance for customers | l Group work: discuss “What is the role of managers in caring customers?” |
HUMAN FACTOR IN QUALITY OF CFC | l List the requirements of human factors in caring customers service l Analyze the basic factors about “attitude,” “behavior” and “ability” of human beings in caring for customer service | l Study case: half class and half class; distribute each learner a handout |
CARRYING ON CFC | l Identify “caring customer culture at his/her business l Apply some measures to care for customers l Check the degree of customers’ satisfaction (products, service, business…) | l Role play: three volunteers, Learner 1: the role of customer; Learner 2: the business agent and Learner 3: the friend of the agent |
Apply what they study in their work | l Individual completes the form | |
FEEDBACK | l Point out the learners’ improvement based on tasks and activities: - The tasks revealed that you have improved …….. l Refer back to the clarified objectives from the beginning: - Did we cover ….? | l Mini- lecture l Brainstorming |
POST TEST | l Assess the progress of the course participants on the basis of course work. | l Individual completes post- test |
EVALUATION | l Evaluate the training course | l Individual completes the form |
