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