jack carney-customer service course-sample

7/30/2019 Jack Carney-Customer Service Course-SAMPLE

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Linkage For Life

Linkage For Life

Linkage For LifeSapere Aude - Dare to

Know!Introduction

The life that is rich and happy is one that is

fulfilling its possibilities through creative linkageswith reality. The Mature Mind by O.A. Overstreet

Jack, Beijing, 2012


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Linkage For Life

Linkage For Life

Linkage For Life - about Jack

Last 9 years in China teaching business,culture & English courses in universities

presenting seminars/courses on self-knowledge (personality models, MBTI, Big 5,etc.) & relationship (EQ, etc.) skills

12 years before this, worked in Australia (also

American & Canadian has 3 citizenships)teaching

adult education courses: career development,male-female relationshipsalso worked inPalliative Care (helping the dying)

Before teaching, inventor & entrepreneur,husband & father, writer of poetry & prose,

Long time interest in Eastern Culture, China:Kongzi/Confucianism, Buddhism, Daoism Yi

Ching, Poetry Du Fu, Li Bai


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Linkage For Life

Linkage For Life

My Goals for Our Time Together

Id like to you to experience:

1. Thinking for yourself

2. Loving to learn

3. Learning to love4. Choosing to be free

None of the above can be taught

They can only be learnedThe more important things in life cant be taught

They are learned like talking & walking

You must DIY Do It Yourself!


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Linkage For Life

Linkage For Life

Listen (in Chinese)

TheChinese

character

for Listen


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Linkage For Life

Linkage For Life

International Survey of

Customer Satisfaction 1 to 6


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Linkage For Life

Linkage For Life


Customer Satisfaction 7 to 12


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Linkage For Life

Linkage For Life


Customer Satisfaction 19 to 24 (last)


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Linkage For Life

Linkage For Life

Agenda: Day One8:30-8:45 Session One: Introduction and Course Overview

8:45-9:00 Icebreaker: Spinning a Tale

9:00-9:45 Session Two: What is Customer Service?

9:45-10:00 Session Three: Who Are Your Customers?

10:00-10:15 Session Four: Meeting Expectations

10:15-10:30 Break

10:30-11:00 Session Five: Presenting Yourself Properly

11:00-11:45 Session Six: Setting Goals and Targets

11:45-12:00 Morning Wrap-Up

12:00-1:00 Lunch

1:00-1:15 Energizer: Our Customers

1:15-2:00 Session Seven: Standards

2:00-2:45 Session Eight: Communication

2:45-3:15 Session Nine: Telephone Techniques

3:15-3:45 Session Ten: Managing the Talkative Caller

3:45-4:15 Session Eleven: Dealing with Difficult Callers

4:15-4:30 Day One Wrap-Up


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Linkage For Life

Linkage For Life

Session One: Course Overview

Lets find out what we know

question time.

The Two BIG RULES to consider.

Recognize that service delivery

is an individual response value. Understand how your own behavior

impacts the behavior of others.

Develop more confidence and skill

as a problem-solver. Communicate more assertively

and effectively.

Learn some ways to make customer

service a team approach.


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Linkage For Life

Linkage For Life

Do you believe what you see? Or

Do you see what you believe?

What you see is not

necessarily what

another sees!

What age is this

woman?


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Linkage For Life

Linkage For Life

Questions for You???

1. What is Excellent Customer Service(ECS)?

2. How do youjudgeECS?

3. How do you deliverECS?

4. What is the Golden Rule?


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Linkage For Life

Linkage For Life

The Golden Rule!?

5. But what happens IF they dont like ordislike the same thingsyou do?

6. Is there something better than the

Golden Rule?


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Linkage For Life

Linkage For Life

The Platinum RuleThis One for Excellent Customer Service!

7. Yes, there is: the Platinum Rule!

Unzip your

customers

mind Ask!

What dothey want?


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Linkage For Life

Linkage For Life

The Platinum RuleCUSTOMHer/Him

Not Custom-erbut Custom Her or Him

Understand one size fits all does NOT work!

Give your CustomerCustomService

Platinum Rule =

Attend to each customer as SPECIAL!

Actively find out theiruniquewants!

Know the difference between needs & wants You needto eat, but you wantSichuan chinese!

Please!

Ask!

Me!


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Linkage For Life

Linkage For Life

Session Two:What is Customer Service?

What is customer service?

Why is it important?

Whats in it for me?

What do these beliefs mean to you?

Service is a philosophynot a

department, a program or a policy.

Service means exceeding customerexpectations.

Service is not natural, automatic,

or coincidental.


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Linkage For Life

Linkage For Life

Session Three:Who Are Your Customers?

Internal customers are those people, departments

or agencies served by what we do.

External customers are those people or

departments, or tenants who are the end users ofour organizations products or services.

Customers have some basic needs.

They want to be understood.

They want to feel welcome.

They want to feel important.

They want to feel comfortable.


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Linkage For Life

Linkage For Life

Session Four: Meeting Expectations

Timeliness Quality

Consistency/No Surprises

First Impressions


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Linkage For Life

Linkage For Life

Agenda: Day Two8:30-8:45 Reconnect: It s a Tie!

8:45-9:15 Session Twelve: Dealing with Challenges

9:15-9:30 Session Thirteen: Increasing Your Assertiveness

9:30-10:15 Session Fourteen: Dealing with Difficult People

10:15-10:30 Break

10:30-10:45 Session Fifteen: Dealing with Conflict

10:45-11:45 Session Sixteen: The Problem Solving Process11:45-12:00 Session Seventeen: Pre-Assignment Review

12:00-1:00 Lunch

1:00-1:15 Energizer: Best and Worst

1:15-2:00 Session Eighteen: Seven Steps to Customer Problem Solving

2:00-2:15 Break

2:15-2:30 Session Nineteen: The Recovery Process

2:30-3:15 Session Twenty: Eliminating Customer Service Problems

3:15-3:30 Session Twenty-One: Service PRIDE is a Team Effort

3:30-4:00 Session Twenty-Two: Doing Your Part

4:00-4:15 Session Twenty-Three: Dealing with Stress

4:15-4:30 Workshop Wrap-Up


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Linkage For Life

Li k F Lif

My Brain Is Full, May I be Excused?

jack carney-customer service course-sample

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