Customer Service Proposal

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PROPOSAL: SECURITY CUSTOMER SERVICE INTERVENTION

AIMS OF INTERVENTION:

• Share understandings about what customer service (CS) means to team members and the importance of CS to the business
• Provide information to team members to pre-empt and identify body language that leads to customer complaints
• Equip participants with a behaviour model on how to deal with difficult customers
• Allow team members to role-play typical scenarios they face with regards to dealing with difficult people
• Motivate team members to exceed customer expectations

PHILOSOPHY:

• Learner centred, organic structure that allows team members to share their customer service experiences to create relevant learning outcomes
• Use of interactive activities to promote high engagement and a motivational learning environment

BENEFITS:

• Research serves as a temperature test to assess the customer service climate
• Research ensures customized and relevant learning content
• Equips team members with service skills to provide better guest experiences
• Allows a channel of communication between staff on the ground & management

RESEARCH PROCESS: (Optional**)

1. PRE-INTERVENTION Focus Groups, Observations
2. DESIGN
3. DELIVER
4. EVALUATE Job Satisfaction, Questionnaire
5. POST-INTERVENTION Focus Groups, Observations
6. RECOMMENDATIONS

COURSE OUTLINE: (*changes in line with pre-intervention research outcomes)

Item	Description	Time
Introduction and Ice Breaker Activity	Interactive Drumming to create an open, stress free environment which fosters open and honest communication	30 min
What is Customer Service?	Importance & Impact of CS on the business Expectations of the Customer	30 min
Challenges to, Providing Excellent	Flip-chart – Challenges to providing excellent CS Impact of these challenges and suggested solutions	1 hr
The Communication Process	Back to Basics (Values) – the importance of smiling, welcoming guests, asking questions & showing enthusiasm	30 min
Reading Body Language	Patterns of Customer behaviour linked to poor CS. How to identify a customer in need of assistance, a frustrated customer & an angry customer	30 min
Video Footage Debrief	Identifying body language – Reflection	45 min
Process of Dealing with Difficult People	Responding to difficult customers (role plays) Techniques to calm down an angry customer	45 min

STRATEGY: Intervention will form initial phase of a long-term customer service change management strategy requiring use of a customer service measure, embedding of customer service values and culture, continuous skill-building interventions and buy-in from leadership.

DURATION: Each training session will be a half day. 4 ½ Hours Each session will have a maximum of 20 participants

EQUIPMENT: 2 Flipcharts, koki’s as well as a projector and sound will need to be provided by the client (for showing of videos).

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INVESTMENT:

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The above price includes:

• Props
• Facilitation
• Transport Cost
• Customer Service Booklet
• Workshop Evaluation Questionnaire
• Facilitator Feedback Report

The above price excludes:

• Provision of training venue
• Meals

Project Manager: Adv. Mahomed Vahed
Contact: Rodney Frank 082 334 6403
Rodney@visioninmotion.co.za