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

PSL Consulting

PROJECT SOLUTION liMITED Training & Management Consultants

Delivering Excellence Through Your People

+ Free Customer Service Awareness Survey!

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

INTRODUCTION

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

Our Customer FIRST training is specifically designed to encourage and support a more customer centric workforce thereby enhancing customer satisfaction and retention within your organization. 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 after agreeing final fees and delivery details.

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

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

BACKGROUND

Businesses That Keep Their Customers Own The Future!

Globally, successful customer service oriented companies vary from amusement parks [DISNEY THEME 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 professional literatures. These service winners' stories contain many success variables; however, they all have one common factor. They are all customer driven; hence they channel all their effort and resources 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 your organization, you can accelerate growth and profitability by leveraging on customer satisfaction as a key strategic differentiator. This will require continuous product/service improvements supported by efficient/customer friendly systems/processes and a well trained customer centric workforce.

Also as competition within your industry increases, more employees will need to develop superior behaviors and skills to meet customers' expectations of higher levels of product and service quality.

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

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

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 narrow and limited perception of product quality as its main source of differentiation. Global technological standardization has significantly eroded technological and product based differentiation to a point that customer service in now becoming the key sustainable advantage organizations can rely upon.

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

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

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 and complaints; it is important that they understand how your customers MUST be served. They also provide the NAME, FACE and PERSONALITY the customer encounters every time they interface with your organization. Ultimately, whether your organization is known for good or bad service depends largely on your customers interaction with them; they should be the champions 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 the proper service attitude, mindset and techniques. This training should cover all practical aspects of customer service, be administered organization wide with critical streams introduced into induction programmes for new employees. It should then be closely monitored and reinforced to 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 influence your customers' choice of your organization as their preferred service provider. It will also provide the essential foundation for creating renewed customer service awareness among your employees, 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 of exploration in their quest for personal development and to understand the features of exceptional customer service dynamics.

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

Expected Training Outcomes:

• Improved awareness about the role and importance of good customer service to your organizations success

• Enhanced understanding of the concepts and principles of exceptional customer service

• Enhanced appreciation of the importance of internal customer satisfaction and alignment

• Identification and display of required competence, corporate values and key character

traits 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 of

the firms internal and external customers

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

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

Programme Benefits

This training represents the first step towards developing a culture of exceptional customer service 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 these expectations are met

• Clearer picture of the present level of customer service and the associated cost of losing a customer

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

• Improved service delivery and culture alignment for outsourced customer management functions

• Improved generation of revenue from profitable sales

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

OUR TRAINING APPROACH

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

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

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

We will start by introducing and explaining customer service principles then employ sets of carefully selected customer service exercises designed to enhance participants understanding of the principles. The exercises tweaked to highlight existing customer service challenges being faced within your organization. Each exercise will be debriefed with particular attention on challenges encountered and the implications for the organization. Following naturally from this will be various solutions drawn from the participants including the best approach to implement the solutions.

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

In addition to exercise debriefing, at the conclusion of the training, participants will be required to summarize their learning experience in a brief statement or presentation, which helps

@;@ reinforce their learning achievements and celebrate their accomplishment.

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

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

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

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 is generated by encouraging lively hands-on participation, providing mental challenges and varied delivery 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 the participants and proceed at a pace that is moderately challenging.

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

Experiences - We draw out the personal experiences of participants to keep their emotional engagement high. Participants will find the personal experiences of others fascinating and insightful.

Simplicity - No matter how complex the material, we deliver it with a simple structure that is easy 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 in the form of laminated desk references making them easy to use day to day.

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

TRAINING PROGRAMME CONTENT

Below is a typical outline of our Customer FIRST training. Each subject heading may have a number 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 the exercises 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 start with simpler, foundation topics and build upon these with higher level topics until we reach the desired 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 laminated desk references.

Processes

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

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

Exercises

Most of the learning will be via exercises. The lecture format will be minimized. The exercises will be interesting but challenging. The debriefing will focus on key insights and attitudinal shifts. Some of the exercises will be based on real life examples developed by the participants solving 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 participants develop effective ways to solve challenges so learning will be continuous, even after the end of the course.

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

SPECIFIC TRAINING TOPICS

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

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

Proposed Training Modules

STAFF LEVEL

FOCUS & LEARNING OBJECTIVE

TOP MANAGEMENT

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

At this level, the training focus should be the generic customer service principles and issues relating to change leadership and creating organization wide awareness.

MIDDLE MANAGEMENT

Focusing on implementing the customer service strategies, aligning product features with customer needs, process improvement and system improvements.

At this level, the generic customer service principles, customer value management, customer management, creative problem solving and issues relating to change leadership and creating organization wide awareness should also be discussed.

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

At this level, the generic customer service principles, customer value management, creative problem solving and front office customer

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JUNIOR AND FRONT OFFICE STAFF

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

-

MODULES ACTIVITY & LEARNING OBJECTIVE
-
What Is Customer To create an understanding of the nature, purpose and benefits of
Service And Why Is providing excellent customer service (Pre-workshop exercise, short
There So Much Hype lecture, class discussion and video presentations called Remember Me
About It? and Zig Ziglar on customer service)
Customer Customer identification and profiling session. (Pre-retreat exercise,
Identification short lecture, review of pre-workshop exercise and class discussion)
(Who Are Our
Customers?)
Assessing Customers' Understanding customer values and their derivate needs (Lecture, role
Needs And play, class discussion and video presentations called I am a customer
Expectations sell me something)
Principles of To familiarize the participants with the features of good customer care,
Distinctive Customer participants should have a decent understanding of what good
Service And Ensuring customer service is. (Lecture, role play, group discussion and video
Absolute Customer presentation called basics of profitable customer service)
Satisfaction
Customer Centric The participants will be exposed to various strategies and approaches
Strategies For for creating organization wide awareness, staff appreciation of the
Creating Service importance of customer service and ultimately their commitment to
Awareness And service. having their specific organizations in mind, they will also
Building Customer explore strategies for creating and sustaining customer loyalty (Short
Loyalty lecture, class discussion, case study & group exercise)
Service Delivery And This session is designed to guide participants to focus on and identify
Back Office Process opportunities for improvements to key processes that deliver value to
Alignment And the customer. Participants will also review the level of alignment of
Improvement back and front office processes. (Short lecture, class discussion, case
study and group exercise)
Customer Service As To identify the role of customer service, corporate culture and
A Key Driver Of employees commitment
Corporate Vision, In the actualization of corporate mission and vision. (Short lecture)
Success And
Profitability © Copyright 2011, PSL Consulting, All Rights Reserved I Your Reliable Partner For Business Success & Growth

MODULES ACTIVITY & LEARNING OBJECTIVE
-
Brand Pillars And Brand To create an awareness of possible events, attitudes, actions and
Eroders statements that may weaken or erode the corporate image of your
organization; as well as those that are required to re-enforce and
sustain it (Short lecture, individual exercise and class discussions)
Managing The Moment Creating excellent customer service delivery at every customer
of Truth interface - point of contact with the customer- (Short lecture,
group exercise, case study and video presentation called making a
difference)
Relationship Building trust and a lasting relationship with customers
Management
Qualities of A Good Detailed analysis of the qualities, characteristics and habits of
Service Provider exceptional service providers (Short lecture, individual exercise and
class discussions)
Communicating With Learn to use good, frequent and clear communication to improve
Your Customers operational efficiency, identify customer needs, resolve conflicts,
develop trust and ensure customer satisfaction (Short lecture, role
play and class discussion)
Telephone Etiquette Practical tips on managing the moment of truth over the telephone
by delivering exceptional customer care (Short lecture and class
discussion)
Creative Problem Solving Smart steps and tips on solving problems (Short lecture and class
discussion)
The Difficult Customer: Tips on understanding and managing difficult customers.
Handling The Challenge Top 10 common mistakes employees make with customers and
steps to service recovery including tips on preventing the challenge
from escalating (Short lecture, role play, class discussion,
case study and group exercise)
Action Planning To guide each participant through developing action plans for their
personal service improvement Most of these modules will incorporate self/organization evaluations, learning debriefing and a variety of indoor games to stimulate participants to bond and apply newly learnt customer service skills

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

SOME OF OUR PREVIOUS CUSTOMER SERVICE TRAINING CLIENTS

• CBN

• GTB

• PHCN

• Bank PHP

• SERVICOM

• World Bank

• Access Ba n k

• 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 (GTe)

• NNB International Bank (Now part of Unity Bank)

• Raw Materials Research and Development Council (RMRDe)

• 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

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

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 an assistant who will provide roaming individual support to participants.

PRICING

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

FACT SHEET

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

Option 1: In-House Total Advance Balance
Expected Number of
Participants Per Class 15
Location, Snacks & Feeding To be provided by
Your Organization
Duration 3 days
Facilitators lor 2
Assistants lor 2
Development, Material & N30,OOO Per N4S0,OOO N31S,OOO N13S,OOO
Facilitation Fees Pa rtici pant (70%) (30%) ~ Under this option, your organization will be responsible for providing a suitable training R environment, refreshment and feeding for participants and facilitators

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

Fact Sheet

Option 2: At PSL Facility Total Advance Balance
Expected Number of
Participants Per Class 15
Location, snacks & Feeding To be provided by
PSL Consulting
Duration 3 days
Facilitators lor 2
Assistants 2
Development, Material & N42,OOO Per N630,OOO N441,OOO N189,OOO
Facilitation Fees Pa rtici pant (70%) (30%) Your organization will be responsible for providing a suitable training environment, refreshment and feeding for participants and facilitators

Kindly note that the amount stated above is exclusive of VAT

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

CONCLUSION

We look forward to supporting you further on your quest to build a dynamic service brand by improving the levels of service and resulting satisfaction of your customers. We wish to use this opportunity 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 the services that will be provided to your organization will comply with the highest possible international consulting/training standards.

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

Corporate Office:

Website: www.pslconsult.cor Beside UPS, Gbagada Expressway, Lagos.

Training Facility:

~ +2348033075755 Fax: +443308080010

9B, HFP Way, Dolphin Estate, Ikoyi Swiss House, Plot 9, Block A,

E-mail: info@pslconsult.com

P. O. Box 73016

Gbagada Industrial Scheme,

Lagos, Nigeria.

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

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