PROPOSAL FOR A TW0 DAY TRAINING COURSE

 ON

CUSTOMER FIRST

1.0             Introduction & Course Objective

This program will focus on developing an ‘Internal Customer Mindset’ by creating internal customer focus. In order for all Mobilink employees to understand the needs of the customer, they will learn how to look within their own departments and ask themselves, ‘What can we do to lessen or eliminate the problems our customers face?’ When we understand and work on these internal problems only then can we provide friendly and extraordinary customer service.  

This program uses 7 (seven) games and activities over a 16-hour period (2-Day) to get real commitment from partOrganizationpants to buy into Mobilinks’ organization vision of customer care and service.  In addition partOrganizationpants will receive a toolkit of innovative and very practical ideas to support the customer care team and in building a culture of friendly customer service.

2.0             Benefits

All sections that make up the internal network Management team will develop an understanding of how their different departments can work together to benefit the customer.  Departments will first ask themselves how they contribute to the problems customers face before they can effectively respond to them.  Looking inwards and finding ways to improve an already good system will ultimately resolve customers’ problems and enrich their experience using Mobilink services.  

In the 21^st century, management has changed from managers giving orders while they take a back seat to watch if their team has done what they have asked them to do, as compared to today’s service where managers look to see where improvements can get made in their departments, then guide their team by getting out of their chairs and working alongside with their team.

• To get department heads to look over their systems that have added to poor customer service
• To speak out when internal system problems arise and correct these problems before it goes beyond in-house
• To work with your department in finding better solutions to an in-place system
• To use empathic listening and to ask key questions to resolve problems

• To develop an understanding of the situation and learn how to communicate the problems to the customer
• Deliver services professionally
• Departments need to understand what information needs to go where and how fast
• To have the right mental attitude towards yourself and others in the service profession specially while handling upset or angry customers
• To use your imagination to develop new ideas
• To handle objections, first understanding the other persons concerns, ideas and views
• All departments must view things from the consumers end

3.0      CO-ORDINATING SERVICES BETWEEN BACK OFFICE PEOPLE WITH FRONT OFFICE PEOPLE

• Back office people will learn numerous ways to give support to the front office
• How we can change our behavior towards the way we treat our customers
• Know the difference between traditional customer service and hands on customer service
• Know the importance of no-one left behind
• Know how to encourage your team
• Understand what turns off our customer

Know How = Knowledge and Accuracy

See How = Appearance and Courtesy

Do How = Pride and extra Effort

4.0      GST WILL DEMONSTRATE A STEP BY STEP PROCEDURE FOR MANAGERS WHO WANT TO MAKE A DIFFERENCE THROUGH:

• Focusing on selling the relationship, not the product
• Coaching managers to change the corporate mindset
• Ensuring total corporate immersion
• Making sure the first impression customers receive reflects the right-one
• Finding the things that really matter to customers