2011

Service Excellence Workshop

Edwin C. Ebreo President exeQserve, Corporation 8933199 09189399294 ecebreo@exeQserve.com www.exeQserve.com

About Edwin Ebreo

Edwin C. Ebreo is the founder and President of ExeQserve, Corporation, an HR Solutions Company. He is also the companys head consultant for Organization Development and Human Resource Development. Prior to establishing ExeQserve, Ed worked as HR Director/Manager for CheQ Systems, a Software Quality Engineering Company, Athena E-Services Group of Companies, a BPO company and PET Plans, a pre-need company that had a diverse number subsidiaries that Ed was tasked to manage. During his stint with these companies, Ed was able to develop his expertise in managing the HR Department as a shared resource among groups of companies, handling no less than three companies at a time. He was also Head of Training for SPI Technologies, one of the largest and pioneering BPO companies in the Philippines. He also headed the training department of Philippine Seven Corporation, the local licensee of the 7-Eleven chain of convenience stores. He started working as a freelance Human resource and Organization Development Consultant on weekends at the early age of 28. He finally left full time HR Management practice 5 years ago to concentrate on consulting. He eventually setup ExeQserve Corporation in 2007 to cater to his growing clientele. His 15 years of experience helps Ed appreciate organizations and people from various industries and help them achieve their full potential through training and other HR-related interventions. As a Human Resource Management and Organization Development Consultant, Ed has helped several companies and on government agencies establish their HR and OD Strategies. Ed has also designed and facilitated training on the following skills; leadership and management; coaching; performance management; customer service; creativity and innovation; presentation skills; time management; personal effectiveness; visioning; assertive communication; HR Management for line Managers; problem solving and decision making; managing meeting; change management; selling; team building; strategic planning and trainers training. He continues to customize programs to meet the unique needs of organizations. Ed is a passionate public speaker. He is an active member of Toastmasters Club with a norm of Advanced Communicator Silver. As a Toastmaster, he has helped establish clubs and mentored members to achieve their full potentials as public speakers and leaders. As a consummate HR Professional, Ed has offered free advice on career, human resource management, leadership and other topics through his popular blog Anything HR by Ed (http://anythinghr.blogspot.com) and Pinoy Career Coach (http://pinoycareercoach.blogspot.com) Ed took up Mass Communication at New Era University and has completed various training programs that helped him develop his competence in leading and training. His most important education is his experience as human resource development professional helping companies achieve their full potential through their people.

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

You may ask Ed for his CV detailing his career background and the number of courses and clients he already has.

Our Methodology
We offer more than training
We offer you five reasons to avail of our service. 1. Customization we are eager to know more about your company and the target participants in order to enhance the accuracy of our program in addressing your employees real needs. 2. Preparation We believe that training and change go hand-in-hand. We prepare our participants for training by giving them a briefing and helping them prepare for the requirements of the training. Because of this approach, our participants are ready to jump in with both feet when they attend our training. 3. Engaging workshops We make sure that our courses are highly interactive. We employ the most interactive activities to help participants be more engaged and focused on learning. 4. Post-training report During our workshops, our facilitators carefully observe the behaviors of our participants and take notes of possible issues and challenges that may get in the way of application of learning. We also observe participants for demonstration of leadership, creativity and communication skills. These, together with the many outputs of the program are organized into a report together with our recommendations for next steps. This helps our clients keep tab of the participants learning and follow through. 5. Follow through session We offer a half-day session meeting with the participants one month after the session to find out how they applied the learning and what additional help they need so they can be more effective in their jobs.

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

Service Excellence Workshop

Course Description:
According to one US research, high performing organizations are highly customer-centered. Yet research also shows that customer satisfaction levels have been declining steadily. Most attempts to improve customer service are too narrow and superficial. They fail to focus the organization's culture and core processes on serving customers. That's why 50-70% of these programs consistently fail. This happens because many companies hinge their customer service effort on training front liners on how to be friendly with customers and nothing else. Thats why we see many customers nowadays being greeted loudly but insincerely by deadpan front liners who knew how to do it but are not properly motivated to do so. Add to the aggravation the friendly front liner who tells the customer that the service/product she requested is unavailable. It is as if they do not know that training is only useful if all other conditions for establishing a service culture are met. The goal of this workshop is to equip the employees with a more in depth understanding of the customers and their needs and tools they can use to meet and exceed customer expectations.

Course Objectives:
Imbibe the philosophy of total customer satisfaction; Understand and accept the challenge that the best way to increase sales and profitability is to satisfy the customers with its products and services; Identify opportunities for service excellence. Shift one's mindset and attitude towards a full customer-oriented or focused individual; Analyze the process capability and eliminate snags in the process cycle; Obtain the skills in identifying customer's requirements and expectations and understand their motivational needs; Learn effective methods of interfacing with customers and handling irate customers.

Course Details:
Time 30 mins Activities Introduction: - Opening Activities - Leveling of expectations - Program objectives - House rules - Ice breaker activity Module 1: Customer Service Overview Stepping in to the customers shoes Defining Customer Service, Customer Expectations, wants and needs External and Internal Customers Objectives Understand the details of the program Level expectations Activity Description

2 hours

Describe Customer service and customer expectations Identify the participants external and internal customers and their responsibilities for each customer

The participants will step into the customers shoes in order to reflect on how customers experiences

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

Time 2 hours

Activities Customers perception of value Module 2: Establishing Customer Centric Mindsets Four Cs of Customer Centricity Types of Service Attitudes Relationship between Personal Values and Service Behavior

Objectives Appreciating the importance of attitude and mindset in achieving customer service success Manifest the right service attitude

Activity Description A discussion on the importance of quality in satisfying customers Analysis of customer services moments of truth and current process and how it affects customer satisfaction Identify areas for improvement in serving the customers

4 hours

Module 3: Proactive Customer Service Professionalism with no excuses Going the Extra Mile Moments of Truths of Customer Service Module 4: Managing Relationship with Customers Managing Customer perceptions Establishing Rapport Making the customer feel valued Handling Different types of Customers Module 5: Dealing with Difficult Situations Dealing with difficult customers Why customers complain The art of taking the H.E.A.T. Forward Agenda Closing Activity

4 hours

Identify opportunities for service excellence Analyze and eliminate snags in the service process Describe the art of delighting the customer Describe techniques in managing relationship with customers and avoid customer dissatisfaction

Discussion on how to manage relationship with customers Role play on handling of difficult customers and handling complaints

3 hours

30 Min

Describe ways to handle difficult customers Go through the process of managing complaints Establish steps in applying the learning to work

Group activity

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294