Customer FIRST Training Proposal

© Copyright 2011, PSL Consulting, All Rights Reserved | Your Reliable Partner For Business Success & Growth

NOTHING STANDS OUT CLEARER BETWEEN COMPETINGFIRMS THAN THE QUALITY OF THEIR CUSTOMER SERVICE!

Delivering Excellence

Through Your People

+ Free Customer Service Awareness Survey!3-DAY COURSE


INTRODUCTION

PSL Consulting is pleased to submit our proposal for 3-day Customer FIRST, customer servicetraining for your organization.

Our Customer FIRST training is specifically designed to encourage and support a more customercentric workforce thereby enhancing customer satisfaction and retention within yourorganization. Our training solution is also designed to complement, integrate and support other(existing) customer service initiatives within organization.

After reviewing this proposal, we look forward to a decision to implement the training afteragreeing final fees and delivery details.

This is a confidential document that we trust will not be shown to third parties or used forany other purpose without our prior consent.


BACKGROUND

Businesses That Keep Their Customers Own The Future!

Globally, successful customer service oriented companies vary from amusement parks [DISNEYTHEME PARKS], to mobile handsets [NOKIA], to hotels [MARRIOTT HOTELS], to banking[MBNA], to retail [NORDSTROM].

Their success stories have been told, retold and analyzed in numerous trade and professionalliteratures. These service winners’ stories contain many success variables; however, they allhave one common factor. They are all customer driven; hence they channel all their effort andresources to provide solutions to their customers’ needs and wants.

In line with this thinking, rather than proceed at a normal or natural growth rate of yourorganization, you can accelerate growth and profitability by leveraging on customer satisfactionas a key strategic differentiator. This will require continuous product/service improvementssupported by efficient/customer friendly systems/processes and a well trained customercentric workforce.

Also as competition within your industry increases, more employees will need to developsuperior behaviors and skills to meet customers’ expectations of higher levels of product andservice quality.

Clearly, time and money spent on our Customer FIRST training is not only a good businesspractice, but also a profitable investment. Our specially designed training builds understandingof customer satisfaction dynamics and emphasizes the role of employees in achieving internaland external customer service goals.


POSSIBLE CUSTOMER SERVICE CHALLENGES CURRENTLY BEING FACED

Our Customer FIRST training is designed to tackle:

Existing customer service challenges (sources of common customer complaints) Internal customer alignment issues Perceived future service challenges Or in a ‘blue skies’ mode to think about ways of improving the overall level of service

delivery within the company.

Like most dynamic organizations, your organization will need to graduate beyond the narrowand limited perception of product quality as its main source of differentiation. Globaltechnological standardization has significantly eroded technological and product baseddifferentiation to a point that customer service in now becoming the key sustainable advantageorganizations can rely upon.

We strongly believe that a business can only build a sustainable competitive advantage if thefirm is driven by a customer centric approach of continuously trying to improve its products andservices. The boom in consumerism has given rise to mature and demanding customers anddynamic businesses must quickly adapt to these changes to fully capitalize on emerging marketopportunities.


TRAINING OBJECTIVE

Your Organization Is Only As Friendly As Your Most Unfriendly Employee!

Your employees are your customers’ NO 1 point of contact for service, enquiries andcomplaints; it is important that they understand how your customers MUST be served. Theyalso provide the NAME, FACE and PERSONALITY the customer encounters every time theyinterface with your organization. Ultimately, whether your organization is known for good orbad service depends largely on your customers interaction with them; they should be thechampions and flag bearers for your customer service campaign; as front liners their ability,professionalism, actions, attitude and commitment will significantly impact the image,reputation and fortune of your organization.

This undoubtedly requires that these employees be well trained and adequately armed with theproper service attitude, mindset and techniques. This training should cover all practical aspectsof customer service, be administered organization wide with critical streams introduced intoinduction programmes for new employees. It should then be closely monitored and reinforcedto ensure that the principles are being applied.

Our 3-day Customer FIRST training is designed to provide your employees with the knowledge,skills and attitude to manage and deliver exceptional customer service, guaranteed to influenceyour customers' choice of your organization as their preferred service provider. It will alsoprovide the essential foundation for creating renewed customer service awareness among youremployees, that will enhance their willingness and ability to understand and delight customers.

At an individual level, the training will also encourage participants to take the initial steps ofexploration in their quest for personal development and to understand the features ofexceptional customer service dynamics.


Expected Training Outcomes:

Improved awareness about the role and importance of good customer service to yourorganizations success

Enhanced understanding of the concepts and principles of exceptional customer service

Enhanced appreciation of the importance of internal customer satisfaction andalignment

Identification and display of required competence, corporate values and key charactertraits of the ideal customer centric employee

Organization wide acceptance of responsibility for customer service improvements

Improved customer service at (all moments of truth) and consequential satisfaction ofthe firms internal and external customers

Clearly, this programme builds people skills and identifies critical issues necessary to improvecustomer service, customer satisfaction and relations, thereby providing a strategic competitiveleverage to retain and expand your customer base and market share even in a highlycompetitive industry.


Programme Benefits

This training represents the first step towards developing a culture of exceptional customerservice that will provide your organization with:

Enhanced market leadership capabilities

Reinforced customer service philosophy

Improved employee commitment to good customer service

Increased mind share of the customer

Increased share of the customers’ business

Increased customer satisfaction, loyalty and word of mouth advertising

Improved teamwork within your front line staff

Improved understanding of the importance of the internal customer chain

Reduced customer complaints and staff turnover

Improved understanding of the customers’ quality expectations and ensuring that theseexpectations are met

Clearer picture of the present level of customer service and the associated cost of losinga customer

Improved attitude, morale, job satisfaction and communication of your front line staff

Improved service delivery and culture alignment for outsourced customer managementfunctions

Improved generation of revenue from profitable sales


OUR TRAINING APPROACH

We recognize that no two organizations are the same that is why each of our Customer FIRSTtraining is unique and designed to deliver the specific outcomes desired by the client, whilstbeing based on a CONSISTENT, SOUND and PROVEN APPROACH

The training is facilitated as a buffet option varied interactive modules using a multi-sensorytraining approach which enhances participation, understanding and absorption of new ideasand habits. Our customer service modules are varied, and designed to offer differentchallenges, so all key customer service skill sets are utilised.

The sessions will also focus on the often forgotten customer - THE INTERNAL CUSTOMER - andthe corresponding relationships (teamwork). It will provoke and stimulate fresh thinking andalso provide practical ideas that can be applied immediately in the workplace. This multilayeredapproach fosters reflection for weeks, months and even years after the training, promotingongoing positive change.

We will start by introducing and explaining customer service principles then employ sets ofcarefully selected customer service exercises designed to enhance participants understandingof the principles. The exercises tweaked to highlight existing customer service challenges beingfaced within your organization. Each exercise will be debriefed with particular attention onchallenges encountered and the implications for the organization. Following naturally from thiswill be various solutions drawn from the participants including the best approach to implementthe solutions.

The exercises will be highly stimulating, thought provoking and moderately challenging but funto carry out such that participants will learn without feeling the mental strain of learning. Theexercises will also be memorable and rewarding allowing participants to refer back to themwhen tackling similar issues back at work. Ultimately they will leave the training with ideas forimprovement and an enthusiastic fresh perspective on the role and importance of deliveringexceptional customer service within their organization.

In addition to exercise debriefing, at the conclusion of the training, participants will be requiredto summarize their learning experience in a brief statement or presentation, which helpsreinforce their learning achievements and celebrate their accomplishment.


To deliver on this assignment; we propose to adopt modern teaching techniques that will aideasy understanding and practical application of the concepts learnt:

Methodology

Presentation

Role Play

Case Study

Film Show

Games

Class Work

Group Work

Hands-OnExercises


EXPERIENCE THE PSL DIFFERENCE!

If you compare our training with others, you would notice the following differences:-

Engagement – Participants find our trainings engaging. The continuous attention and interest isgenerated by encouraging lively hands-on participation, providing mental challenges and varieddelivery formats all leading to a stream of insights on the topic.

Adaptation – We ensure that we match the depth of the material to the current level of theparticipants and proceed at a pace that is moderately challenging.

Exercises – While we keep knowledge, skills and attitude in close balance, we focus more onskill development through carefully chosen hands-on real world exercises.

Experiences – We draw out the personal experiences of participants to keep their emotionalengagement high. Participants will find the personal experiences of others fascinating andinsightful.

Simplicity – No matter how complex the material, we deliver it with a simple structure that iseasy to absorb.

Multimedia – We include films and animated slides to keep interest high.

Tools – We include effective tools that can be used back in the office. Many of these tools are inthe form of laminated desk references making them easy to use day to day.


TRAINING PROGRAMME CONTENT

Below is a typical outline of our Customer FIRST training. Each subject heading may have anumber of topics. These topics will be interspersed for the most effective delivery.

Introduction

Our introductions are extensive so that the course can be run more efficiently.

Objectives

We will clarify both course and participant objectives while encouraging higher goals.

Present Position

Here we surface current knowledge, skills and attitudes. We will pair participants for theexercises so those with higher skills can help those with lower skills.

Principles

We will detail the first principles as a foundation for superior customer service delivery.

Topics

Each module will have a set of key topics. We use a building block approach where we startwith simpler, foundation topics and build upon these with higher level topics until we reach thedesired level of knowledge, skills and attitudes.

Tools

We will include a simple set of tools that participants can apply to a wide range of situations.The tools are simple enough to memorize, even though we provide most of them as laminateddesk references.

Processes

As much as possible, we will break customer service dynamics into sets of processes. These canthen be learnt step by step to ensure mastery of the skills.


Exercises

Most of the learning will be via exercises. The lecture format will be minimized. The exerciseswill be interesting but challenging. The debriefing will focus on key insights and attitudinalshifts. Some of the exercises will be based on real life examples developed by the participantssolving previous and existing customer service challenges.

Personal Exploration

To reinforce attitudinal change, we will encourage lots of personal exploration and discovery.Most life changing learning experiences come from solving challenges. We will help participantsdevelop effective ways to solve challenges so learning will be continuous, even after the end ofthe course.


SPECIFIC TRAINING TOPICS

Our Customer FIRST training is designed in a modular format. Based on the specific customerservice needs of the participants and your organization, these modules can be combined andfacilitated at different levels of detail and complexity.

This list of topics is not exhaustive, actual topics will depend on the level and speed of learningof the participants. We can run multiple streams of topics allowing organizations to choose thepace and depth which most suits the participants. Some of these topics will be treated withinspecific exercises that will typically address real life customer service issues facing theorganization.

Proposed Training Modules

STAFF LEVEL FOCUS & LEARNING OBJECTIVE

TOPMANAGEMENT

Focusing on the overall customer service strategies for the organization,derivative policies, corporate customer service target setting, measurementand developing reward systems.

At this level, the training focus should be the generic customer serviceprinciples and issues relating to change leadership and creating organizationwide awareness.

MIDDLEMANAGEMENT

Focusing on implementing the customer service strategies, aligning productfeatures with customer needs, process improvement and systemimprovements.

At this level, the generic customer service principles, customer valuemanagement, customer management, creative problem solving and issuesrelating to change leadership and creating organization wide awarenessshould also be discussed.

JUNIOR ANDFRONT OFFICESTAFF

Focusing on customer interface management, people skills, communicationskills, telephone etiquette and general service delivery issues.

At this level, the generic customer service principles, customer valuemanagement, creative problem solving and front office customermanagement should also be discussed.


MODULES ACTIVITY & LEARNING OBJECTIVE

What Is CustomerService And Why IsThere So Much HypeAbout It?

To create an understanding of the nature, purpose and benefits ofproviding excellent customer service (Pre-workshop exercise, shortlecture, class discussion and video presentations called Remember Meand Zig Ziglar on customer service)

CustomerIdentification

(Who Are OurCustomers?)

Customer identification and profiling session. (Pre-retreat exercise,short lecture, review of pre-workshop exercise and class discussion)

Assessing Customers’Needs AndExpectations

Understanding customer values and their derivate needs (Lecture, roleplay, class discussion and video presentations called I am a customersell me something)

Principles ofDistinctive CustomerService And EnsuringAbsolute CustomerSatisfaction

To familiarize the participants with the features of good customer care,participants should have a decent understanding of what goodcustomer service is. (Lecture, role play, group discussion and videopresentation called basics of profitable customer service)

Customer CentricStrategies ForCreating ServiceAwareness AndBuilding CustomerLoyalty

The participants will be exposed to various strategies and approachesfor creating organization wide awareness, staff appreciation of theimportance of customer service and ultimately their commitment toservice. having their specific organizations in mind, they will alsoexplore strategies for creating and sustaining customer loyalty (Shortlecture, class discussion, case study & group exercise)

Service Delivery AndBack Office ProcessAlignment AndImprovement

This session is designed to guide participants to focus on and identifyopportunities for improvements to key processes that deliver value tothe customer. Participants will also review the level of alignment ofback and front office processes. (Short lecture, class discussion, casestudy and group exercise)

Customer Service AsA Key Driver OfCorporate Vision,Success AndProfitability

To identify the role of customer service, corporate culture andemployees commitment

In the actualization of corporate mission and vision. (Short lecture)


Most of these modules will incorporate self/organization evaluations, learning debriefing anda variety of indoor games to stimulate participants to bond and apply newly learnt customerservice skills

MODULES ACTIVITY & LEARNING OBJECTIVE

Brand Pillars And BrandEroders

To create an awareness of possible events, attitudes, actions andstatements that may weaken or erode the corporate image of yourorganization; as well as those that are required to re-enforce andsustain it (Short lecture, individual exercise and class discussions)

Managing The Momentof Truth

Creating excellent customer service delivery at every customerinterface – point of contact with the customer- (Short lecture,group exercise, case study and video presentation called making adifference)

RelationshipManagement

Building trust and a lasting relationship with customers

Qualities of A GoodService Provider

Detailed analysis of the qualities, characteristics and habits ofexceptional service providers (Short lecture, individual exercise andclass discussions)

Communicating WithYour Customers

Learn to use good, frequent and clear communication to improveoperational efficiency, identify customer needs, resolve conflicts,develop trust and ensure customer satisfaction (Short lecture, roleplay and class discussion)

Telephone Etiquette Practical tips on managing the moment of truth over the telephoneby delivering exceptional customer care (Short lecture and classdiscussion)

Creative Problem Solving Smart steps and tips on solving problems (Short lecture and classdiscussion)

The Difficult Customer:Handling The Challenge

Tips on understanding and managing difficult customers.Top 10 common mistakes employees make with customers andsteps to service recovery including tips on preventing the challengefrom escalating (Short lecture, role play, class discussion,case study and group exercise)

Action Planning To guide each participant through developing action plans for theirpersonal service improvement


SOME OF OUR PREVIOUS CUSTOMER SERVICE TRAINING CLIENTS

CBN GTB PHCN Bank PHP SERVICOM World Bank Access Bank Hadey Limited HEIRS Insurance Equatorial Trust Bank Helios Towers Limited Cornerstone Insurance Bauchi sate government FSB (Now part of Fidelity Bank) Prudent Bank (now Skye Bank) Work Force Management Centre Premier Specialist Medical Center The Federal Ministry of Women Affairs Global Training Consulting Institute (GTC) NNB International Bank (Now part of Unity Bank) Raw Materials Research and Development Council (RMRDC) Devcom Bank and Equitorial Trust Bank (as part of their post consolidation exercise) Various Federal health institutions in Nigeria under a Nationwide DFID funded

programme Customer service and complaint handling (Nodal) officers of all Government Ministries

and Parastatals


FACULTY

This course will have one or two primary facilitators with extensive customer management,customer service facilitation, training and coaching experience who will be assisted by anassistant who will provide roaming individual support to participants.

PRICING

Our fees cover content development, delivery and training materials. Our rates are set atindustry competitive levels which enable us to provide the first class service which you areentitled to expect from us on this training.

FACT SHEET

Total training cost computed for a minimum class size of 15 participants. Actual training costwill be provided on confirmation of actual class size and training option.

Option 1: In-House Total Advance BalanceExpected Number of

Participants Per Class 15Location, Snacks & Feeding To be provided by

Your OrganizationDuration 3 days

Facilitators 1 or 2Assistants 1 or 2

Development, Material &Facilitation Fees

N30,000 PerParticipant

N450,000 N315,000(70%)

N135,000(30%)--

Under this option, your organization will be responsible for providing a suitable trainingenvironment, refreshment and feeding for participants and facilitators


Fact Sheet

Option 2: At PSL Facility Total Advance BalanceExpected Number of

Participants Per Class 15Location, snacks & Feeding To be provided by

PSL ConsultingDuration 3 days

Facilitators 1 or 2Assistants 2

Development, Material &Facilitation Fees

N42,000 PerParticipant

N630,000 N441,000(70%)

N189,000(30%)--

Your organization will be responsible for providing a suitable training environment, refreshmentand feeding for participants and facilitators

Kindly note that the amount stated above is exclusive of VAT


CONCLUSION

We look forward to supporting you further on your quest to build a dynamic service brand byimproving the levels of service and resulting satisfaction of your customers. We wish to use thisopportunity to restate our desire to partner with you on this quest.

We also wish to use this opportunity to reaffirm our promise of value and guarantee that theservices that will be provided to your organization will comply with the highest possibleinternational consulting/training standards.

It is our hope that this proposal meets your expectations and that arrangement for furtherdiscussions or commencement of the training is communicated to us soonest.

Reliable Partner For Business Success And Growth

Training Facility:

Swiss House, Plot 9, Block A,

Gbagada Industrial Scheme,

Beside UPS, Gbagada Expressway, Lagos.

Corporate Office:

9B, HFP Way, Dolphin Estate, Ikoyi

P. O. Box 73016

Lagos, Nigeria.

+2348033075755Fax: +443308080010

E-mail: [email protected]

Website: www.pslconsult.com

mailto:[email protected]

Documents

Customer FIRST Training Proposal