True Facilitation relies on both the Art and the Science to be achieved…
The Roots of Facilitation: What is Learning? Why Learning takes place? When does Learning occur? What are the different ways that enabled Learning? What are the tools to enhance Learning? We call it The Roots of Facilitation, also known as the Sciences of Facilitation. Without the Science of Facilitation, Learning will never be True.
The Sculptures of Facilitation: Layering over the foundation of Science is the Art of Facilitation. It takes us a lifetime to understand what exactly it is, not to mention to perfect it. It involves Emotions, Perceptions, Recipients, Conditions, Connectivity, Triggers, Visuals, Hearings and Sensory. Surrounding them are structured techniques such as Shaping the Air, Question without Questioning, Telling without Telling, Elevating the Grounds, Reaching new Heights, Trips and Traps, Heart Body and Soul. We call them the Sculptures of Facilitation, also known as “It’s a Piece of Art”.
“WARD is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CP® or SHRM-SCP®. This program is valid for 3 PDCs for the SHRM-CP® or SHRM-SCP®. For more information about certification or recertification, please visit www.shrmcertification.org.”
Resource Person: Mr. Roy Lai, President, STADA-Singapore
For 20 years, Roy has been a principal consultant, head facilitator, executive coach and master trainer. A prominent speaker, he has addressed more than 100,000 delegates and facilitated above 15,000 hours of learning programs internationally.
As a consultant, Roy has facilitated thousands of programs with delegates from different continents. His audiences include representatives from the SMEs, multinational companies and listed companies. Roy has provided training to delegates from well over 500 companies.
4 types of people in workplace: Succeder, Striver, Maintainer, Struggler
Internal Customer: Who, Why, How
DARE model to be an exceptional employee
Personal & Professional Goals
Module 2 : Creating the Customer Centric Organization
Standing for Real Values — Even in the Virtual World
Mirror, Mirror on the Wall: Taking an Honest Look at Your Service
The In-Focused Company
The Customer-Focused Company
Three Basic Elements of Service Excellence
Developing a Customer-Friendly Attitude
Reconsidering Who Your Customers Are
Module 3: What do customers want?
What customers want?
Logic Vs Emotion
Customers want CASH
What customers want?
Winning customers hearts
CASH model to define Customer Want
LARP model for determine Customer Need
The Five A’s for the Customer Checklist
10 Things that Customer Need
10 Types of Customer Behavior
Think Like a Customer
Module 4 : Customer service Strategies & Techniques
Six Key Strategies for Customer Service
Implementing Your Strategy: 4 phase process
Developing Service Standards in Four Simple Steps
Seven Diffusing techniques
Face saving out
Acing the Invisible Score Card
Module 5: Competencies for Customer Service Excellence
Required Attitude, Skills and Knowledge
Characteristics of high performing service providers
Rapport = Results
Strategies for building rapport
Turning Service Excellence into Sales Success: Five Timeless Techniques
SERVQUAL: 5 Dimensions assurance, empathy, reliability, responsiveness, and tangibles
DINESERV: Another Model for creating Excellent Customer Service
Behavioral Influence Stairway Model
5 Methods to build Customer Service Relationship
10 Tips for better Customer Relation
Module 6: Communication that Matters for Customer Service Excellence
Seeing Customers Eye to Eye
Minding Your Facial Expressions
Getting a Handle on Hand Gestures
Improving Your Inflection
Weighing E-Mail Pros and Cons
E-Mail Etiquette Solutions
Writing E-Mails that Produce Results
Module 7: Getting in Step with Your Customer
Understanding Your Working Style
The analytical working style
The driver working style
The amiable working style
The expressive working style
Assessing a customer’s style
Creating a Customer Profile
Module 8: Creating "Satisfaction & Loyalty": the Ultimate goal of Customer Service
Defining a lifetime customer
Drivers of customer loyalty
Keeping Customers loyal and plus one's
Why customers leave and cost of losing a customer
Importance of customer feedback
Methods of collecting customer feedback
Rate my NPS activity
RESPECT Model for behaviors
RESOLVE Model for problem solving strategy
10 Commandments in Customer Service
Managing loyalty and profitability
The 80/20 customer pyramid
CARE model for Customer care
Module 9: KPI for Customer Service Executives
Net Promoter Score [NPS]
Customer Satisfaction Index [CSI]
Customer’s Value Index [CVI]
Customer Life Time Value
Cost per Lead
Module 10: Value of a complaint
A Complaint is a gift
Ground rules for receiving a complaint
Avoiding customers hot buttons and forbidden language
Module 11: Road Blocks: What to Do When You Have to Say No
Circumstances that Make It Impossible to Say Yes
Saying Yes versus Making Customers Happy
The Customer’s Six Basic Needs — Are You Meeting Them?
Six Steps to Beat the Heat of a Difficult Customer
Understanding and Overcoming Stress
Module 12: The Part of TEN
Ten Major Don’ts of Customer Service
Ten Tips for Constructive Conflict with Co-Workers
Ten Ways to Get Better Service as a Customer
A customer focus puts your customers on the top of your list of priorities. When you put your customers into the heart of your business you make customers part of your service culture. This is one of the core concepts that will be introduced to participants as well as elevating them to become more flexible and inspirational communicators in engaging customers and deliver world class customer care portraying energy, commitment and ending customer interactions leaving customers with a positive lasting impression.
Enabling objectives: By the end of this training course participants will be able to:
Understand how their role is instrumental in delivering a high performance customer focused environment.
Realign their thinking about customer complaints and understand the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
Clearly understand the attitude, skills and knowledge required to be a professional customer care representative
Understand the importance of measuring and benchmarking service and the value of a lost customer
Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
Design RIGHT KPI for Customer Service Executives
Customer service staff and professionals at all levels
Resource Person: Rupak M Nasrullah Zaidi, KPI, OD & HR Practitioner, Business & Management Consultant
Mr. Zaidi is Training, Organization Development and HR specialist having more than 18 years’ experience in different industry. He is a Business Process Reengineering Consultant. He is a senior Fellow of Management & Strategy Institute – USA. He has exposure as KPI consultant at home and abroad. He is Member of KPI Institute Australia. He has completed Masters in HRM under the University of Dhaka. He received World Training & Development Leadership Award in 2016. He is a certified Lean Office Professional. He is a Professional International Member of Association for Talent Development [ATD, largest association for training & development worldwide], a member of Certified Professional Trainer Network [CPTN] - Canada & certified Trainer from City & Gild– UK. He is also member of American Management Association (AMA) and Society for Human Resource Management (SHRM) USA. He is also a Management Consultant accredited by Institute of Management Consultant Bangladesh. Mr. Zaidi attended as speakers in International Conferences in Singapore, Malaysia, India, Bangladesh and Nepal. He is also guest faculty for Public & Private Universities in Bangladesh.
Mr. Zaidi has rendered Consultancy Service for Business Process Reengineering, Setting KPI, designing effective Performance Management System, Running Assessment Centre, Organization Restructuring, HR Audit, Process Development, and Competency Mapping for Human Resources, Organization Development, for more than 30 organizations at home and abroad. He is an expert Performance Coach for different functions. He has conducted training in different countries including Singapore, Malaysia, India, Nepal, Bangladesh.
He has conducted training in different organization on different soft and hard skill. He is an expert trainer in HR, Operational Excellence, Office Kaizen, Office ‘5 S’, Lean Office, Salesmanship, Organization Development, Organizational Leadership, Team Building, Change management, Negotiation, Customer Service and other soft skills. He has also exposures in Management Consulting. He did consultancy for more than 15 organizations regarding their HR & Compliance Audit. He also did management consultancy for organization restructuring and development, HR Auditing, HR Setup. He also runs Assessment Center for different organization. He is an HR Auditor and also a good motivational speaker. He worked on Training with renowned multinational, national, group of companies on different topics.
He has contributed in the HR Development in the country through his research based studies, knowledge sharing sessions, analytical paper preparation, information based module and material preparation and sharing. He is now servicing in Power Grid Company of Bangladesh Ltd. as DGM-HR. He is the Secretary General of Professional Society for Bangladesh [PSB]. He is the fellow member of Bangladesh Society for Human Resources management [BSHRM], member of Worldwide Trainers Forum.