Customer Service Experience – NEMLC Approach

Make each day your master piece (Joshua Wooden)

All successful organizations have one common central focus – CUSTOMERS. Without customers there is no purpose of being.

In today’s world, customer service goes beyond the delivery of a product or a service. Customer service today is about an engaging superior experience between an entity and a person. NEMLC “Customer Service Experience” training intervention is designed to allow people in organizations to recognize customers and potential customers as people through an engaging experience.

Our unique blended methodical approach to this customer service experience covers several areas fused together for participants to deliver an experience:

• Customer Service –
• The Customer and Service
• Internal Customer Service
• The Customer wants you to
• Communication –
• Customer Service and…
• Creating a Customer
• Emotional Intelligence
• The Moment of Truth Experience
• Customer Service and impression
• Create Your Customer Service “Dream Team”
• Transforming Customers to Raving Fans

 

In the current competitive business environment, focus must be placed on providing the customer with an experience beyond which they – customers expect. In tandem with this, we encourage organization to promise more, and deliver more.

Superior Customer Service promotes quality customer relations, and must be considered as the ‘X factor’ influencing every system and area of operations. Today’s customers expect personalized solutions for how, when, where and what they want with every transaction.

Get this right, and the foundation is laid to build a deeper relationship linking the customer to the organization’s brand, beyond the short term.

Consider this globally recognized fact:

“80% of companies say that they deliver “superior” customer service – however, only 8% of people think these same companies deliver “superior” customer service”

What is the reason for this gap?  The answer is simple: 70% of buying experiences are based on how the customer feels he is being treated.  Each touchpoint of their interaction with you, beginning with the most basic and indirect contact like visiting your website and extending to a direct physical meeting, registers a positive or negative feeling.  The marketing vernacular has coined this as the Moment of Truth Experience (MOTE).

The underlying truth is that every customer is looking for a MOTE that “WOWs” them!

Customers who experience delightful service, under your organization’s banner, are more likely to refer others as potential customers, even as they themselves remain loyal to the distinct ‘Samaan tree’ brand.

NEMLC’s training intervention will breathe fresh life into your firm’s customer service culture, so that it becomes an area of sustained competitive advantage. Our interactive two-day practical workshop, will lay the foundation for your ambassadors to set the bar higher on making customers’ MOTE experience a WOW every time, while at the same time create Raving FANS!.

Whatever you do, do it well (Nigel Matthew)

 

Areas to be covered – NEMLC Unique Blended Customer Service approach

• Customer Service – Link between mission, vision, objectives and values and employee Purpose;
• Customer service facts – what people are saying/expecting;
• The Customer and Service, and Customer Service – Are there differences?
• Why is Customer Service important to YOU and your business?
• Internal Customer Service – Importance and how to improve it!
• The Customer wants you to…: Hmmm!! You will be surprise what the customer wants you to do!
• Communication – From the eyes of customer and employee:

Importance

• Modes / Tools;
• Do’s and Don’ts
• Before you communicate, think about…Hmm find what
• The “avoids” – what are they?
• The APPLE approach…what is yours?
• The 4 Rs of Customer feedback
• Role Playing … Good Customer Service vs Bad Customer Service

• Customer Service and…
  1. Marketing
     • The synergy of collaboration
  2. Technology
     • The 24/7 Real time Service
  3. Product Knowledge
     • Creating confidence and repeat business
  4. Loyal Customers

• Creating a Customer Service experience…the only way you can
• Everyone Makes a Difference
  Are you ready to change the world? Our unique customer approach will show you how!

• Success is Built on Relationship
  We will expose participants to the 7Bs of relationship building

• Continually Create Value For Others
  We will show participants 10 ways how to create value for others…and for themselves.

• Reinvent Yourself Regularly
  We will show participants’ ways how to keep growing and reinventing themselves and then something magically will happen:

Growth for themselves
Growth for your business
Growth for their family
Growth for their community

• Find, Reward, Educate, Demonstrate
  • NEMLC unique approach will show you how to use F.R.E.D. to create the customer service experience, and how to motivate customer centric employees

• Emotional Intelligence (EI)
   An understanding of emotional Intelligence has proven to be an invaluable trait to deliver superior customer service. Without a handle of EI skills, customer service can be negatively affected.

Participants will be introduce to:

• An Understanding of Emotional Intelligence (EI)
• Emotional Intelligence Skills
  Self-Awareness
  Self-Management
  Social Awareness
  Relationship Management

• EI Personal and Social Competencies
• Emotions, feelings and Customer Service

• The Moment of Truth Experience (MOTE) – at every touchpoint for the customer:
  • The four MOTE elements:
     Zero Moment of Truth
    First Moment of Truth
    Second Moment of Truth
    Ultimate Moment of Truth

• Customer Service and impression – Attitude, Smile, Voice Tone, Attire:
  • First impression counts

• Create Your Customer Service “Dream Team”
  • Characteristics of Team Building;
  • Team Building and Customer Service
  • 5 Cs of Team Building: Achieving Your Customer Service Goals
  • How an effective team can improve customer service at your organization
  • Understanding the indisputable laws of teamwork – is an understanding customer service

• Transforming Customers to Raving Fans
  1. Decide what you want –
     • We will show you how to create a vision centered around the customers
  2. Discover what the customer wants
     • Customer vision should be part of your vision
  3. Promise More , Deliver More
     • Consistently – all the time

New to NEMLC Unique Blended approach to Customer Service Experience

NEMLC will rollout key strategies for your organization to Exceptionalize its Customer Service Experience   – to cement the company as the preferred choice for customer service in the insurance industry.

 

Outcomes of the Programme

Our unique customer service intervention is design to allow the client’s human resource to create a customer service experience for their customers.

In so doing, the objectives of the intervention will allow participants to:

• Have greater clarity as to the critical nature of their roles as front-line staff;
• Understand the life-time value potential of each customer and what it means to the organization and to themselves;
• Be professional in evaluating the customers’ current situation and insurance requirements to deliver products tailored to their unique needs;
• Be equipped to apply Emotional Intelligence competencies and strategies to positively influence the outcome of every customer interaction;
• Delight customers with speed, accuracy, professionalism and exceptional service;
• Be committed to the approach of resolution of issues on the first contact;
• Configure customers’ Moment of Truth Experience to make your business, their preferred option for value creation;
• Understand the role of effective Customer Service to influence and impact the operational efforts of your organization
• Be equipped to take ownership of one’s role as a customer service ambassador of your business
• Create ‘Raving Fans’ for your business
• Embrace and practice the F.R.E.D. Principles – win win mindset
• Be a customer service team player and ambassador
• Exceptionalize the customer service experience
  

  
  Methodology – The Experience

Superior customer service is what will ensure your organization’s competitive advantage. Customers today have choices so it is imperative that the organization and in particular, the front-line staff embrace the importance of excellence in customer service. This performance development intervention will highlight to employees, the level of influence they possess and how this can be positively reflected in the organization’s bottom line, sustainability and continued profitability.

NEMLC boasts of having its unique original blend of developing and creating a customer service experience in the eyes of customers, incorporating the areas as mentioned above.

In order to achieve the outlined objectives, the following blended approach will be used:

• Power point Presentations
• Open Discussion
• Related handouts
• Music
• Movie snippets
• Case Studies
• Role Playing – participants and professional actors
• Group work
• Participants’ presentations
• Discussion / Feedback – on “real” customer service issues

NEM Leadership Consultants adopts a situational approach to its developmental programmes.

As a consequence, emphasis, depth, substance and simplicity will be illustrated accordingly.

Each session will be delivered in an engaging and innovative learning style within an atmosphere that promotes the esprit de corps of your business.

 

Customer Service Testimonials

From an organization in the Financial Service Industry

“The workshop gave me an open insight on what customer service is truly about.”

“Very empowering and knowledgeable to better encourage me in good customer service”

“The role playing section of the program was good and encouraged participation by staff”

“It touched all of the relevant areas which needed attention.”

“It was very informative, insightful interactive and enjoyable workshop.”

“Well received. Fantastic Job.”

“Very Informative Programme”

“Excellent delivery and information”

“It was very informative session”

“Informative. Knowledgeable”

“Well planned, structured, enough supporting material to follow up on.”

“Considering the time frame of the session, the fact that it was interactive made it enjoyable and very educational.”

“Short Time for vast topic”

“Very informative, it gave a clearer understanding of the importance of effective customer service and how important it is to an organization as well as to ourselves.”

“Should have more Role Playing. It was good and very timely, bringing out what we know and can do. Not just in our heads.”

 

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