Customer Communication with Accountability & Stress Management

Customer Communication with Accountability & Stress Management
Summary
The best customer caring is not only a skill set, but personal value.
To communicate with customers should involved with the right attitude with personal value. To provide the best service to customer is not the requirement for the job, but with right believing. They believe what they do is to live with the personal value and in the happiness circle of his own.
Accountability is to deliver the result, not only do the job. Accountability is a personal believing. To deliver the best result is not only for company, but for himself also. In this training the trainer will provide a new perspective for the participants, how the accountability could change their life.
CEB had conduct a market research for the customer service in 2013. There are four new concepts for the customer service. Apply the new concepts to the customer communication could enhance the performance of customer service.
Kelly Mc Gonigal had made the comments from her research: “The higher stress could increase the death rate by 43%, but only apply to those believers who believe the stress is harmful.”In this training, the trainer will bring the new concept to the participants, and provide many ways to balance professional and personal lives.
Customer Communication with Accountability & Stress Management
Module
Content
Time
Activity
Intro
Opening
Ice breaking
Ground rules
Course introduction
Discussion: What the challenges are …
30
Ice breaking activity
Discussion
Module 1
Accountability
Definition of Accountability
Responsibility versus Accountability
Difficulties to be accountable
True moment
Depraved Vortex
Wiseman’s words
Activities:
True moments
Why Accountable?
120
Content deliberate
Discussion
Test
Module 2
New Concepts of Customer Service
Traditional concept
The challenges
New concepts
Four new principles
60
Content deliberate
Discussion
Role play
Module 3
Four New Principles
Decrease the switching of service channels
Solver the root problems
How to enhance the experience
EQ, IQ, CQ
Activity:
Identify the root problems
120
Content deliberate
Discussion
Role play
Module 4
True Moment of Customer Communication
Quickly identify the social styles of customers
Flexible style for the customer communication
Personalized communication
Activities
Test of the social styles
Role play
120
Content deliberate
Discussion
Role play
Module 5
Different Scenario
How to apologize
Handle unreasonable request
Handle unsatisfied customer
How to deliver bad news
Work with the customer for solution
Activity: role play
120
Content deliberate
Discussion
Preparing script
Role play
Module 6
New Concept for Stress
Acitivties:
Kelly Mc Gonigal’s speech
Stress test
Identify the sources of stress
120
Content deliberate
Discussion
Testing
Module 7
Balance of Life
Center of balance: spiritual, physical, rational and emotional
Methods and skills to enhance spiritual
Methods and skills to enhance physical
Methods and skills to enhance rational
Methods and skills to enhance emotinal
90
Content deliberate
Discussion
Personal practice
15 minutes break each for morning and afternoon
1 hour lunch break
Total training hours
13 hours

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