Customer Service Etiquette & Protocol Mystery Shopper Alina Laura Radu Freelance Trainer & Customer Service Expert
 
Biography <ul><li>that empowers participants to produce collaborative, consensus-based outcomes that achieve training obje...
Benefits for hiring a  Freelance Trainer or Consultant <ul><li>There are distinct advantages to using freelance versus per...
Benefits for hiring a  Freelance Trainer or Consultant <ul><li>Project planning:  commitment to a project without provisio...
Training Courses <ul><li>Customer Service Attitude </li></ul><ul><li>Etiquette & Protocol </li></ul>
Customer Service Attitude Lunch breaks / coffee breaks Other requirements Video projector Flip chart or white board & mark...
Training Objective <ul><li>At the end of this session, the participants will be able to: </li></ul><ul><li>Understand what...
Customer Service Attitude Training Scheme <ul><li>1. Presentation: Define Customer Service </li></ul><ul><ul><ul><li>T he ...
Etiquette & Protocol Lunch breaks / coffee breaks Other requirements Video projector Flip chart or white board & markers V...
Training Objective <ul><li>At the end of this session, the participants will learn the details of a professional image in ...
Etiquette & Protocol Training Scheme <ul><li>1. Image of Excellence Power Image  </li></ul><ul><li>Communication and image...
Training Samples <ul><li>Customer Service Statistics </li></ul><ul><li>http ://video.google.com/videoplay?docid=8644312470...
Mystery Shopper
Mystery Shopper <ul><li>Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer servic...
The purpose of Mystery Shoppers <ul><li>The purpose of Mystery Shoppers is to help businesses increase sales and improve e...
What Are The Benefits of a  Mystery Shopping Program? <ul><li>Supports promotional programs </li></ul><ul><li>Audits prici...
Mystery Shopper Details & Information points <ul><li>Depending on the business that requires Mystery Shopper, some of the ...
Who Uses Mystery Shopping? <ul><li>Any business/organization that needs to monitor it’s operations, facilities, product de...
Some Clients and Partners
Some References <ul><li>Alina Laura Radu has been collaborating with Hecc Romania as Trainer for Soft Skills and Customer ...
Contact Details <ul><li>Email address:  [email_address] </li></ul><ul><li>Cell phone number: +40 723 894 682 </li></ul>
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Customer Service Presentation

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Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.

FREELANCE TRAINING IS THE ANSWER

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Customer Service Presentation

  1. 1. Customer Service Etiquette & Protocol Mystery Shopper Alina Laura Radu Freelance Trainer & Customer Service Expert
  2. 3. Biography <ul><li>that empowers participants to produce collaborative, consensus-based outcomes that achieve training objectives by engaging in exercises, real-life case studies, video clips, and role play games. </li></ul><ul><li>Used to be a contributor for the well known Hospitality Magazine in Egypt: “Dear Guest”, writing articles about the area of expertise: Customer Service, Business Etiquette, Communication and Time & Stress Management. </li></ul><ul><li>Commenced education with Tourism Management in Romania and subsequently with Hotel & Restaurant Management and Business Management with options in Marketing in the USA. </li></ul><ul><li>Customer Service expert and a Trainer, specializing in human behavior in business environments. Conduct ing training sessions on customer service, business attitude, professional conversation and appropriate dress code. </li></ul><ul><li>Spent more than 12 years in a range of management positions with multinational corporations, including Hilton International, Ladbroke, TGI Friday's and Pizza Hut. </li></ul><ul><li>Begin training career as a Freelance Trainer with institutions certified by Cambridge University and IBM. </li></ul><ul><li>Delivering interactive training sessions, using a process </li></ul>
  3. 4. Benefits for hiring a Freelance Trainer or Consultant <ul><li>There are distinct advantages to using freelance versus permanent resources, and some of these are outlined as follows: </li></ul><ul><li>Financial: saves firms the cost of benefits, taxes, equipment, work space . A freelancer will cost less than an agency. </li></ul><ul><li>Expertise: requisite expert skills in house that are required to produce training quickly and effectively. </li></ul><ul><li>Focus on the project: fixed deadline - the end date of the contract and will always ensure that the work is completed ahead of milestones. </li></ul><ul><li>Commitment: 100% commitment throughout the project, as a freelancer gains employment mostly by referral and it is in their interest to always do a great job on each project. </li></ul>
  4. 5. Benefits for hiring a Freelance Trainer or Consultant <ul><li>Project planning: commitment to a project without provision for vacations or other time off. </li></ul><ul><li>Motivation: is extremely high and does not require any external stimulation. </li></ul><ul><li>Up-to-date skills / qualifications: freelancers constantly update their skills and certifications to attract work from customers. </li></ul><ul><li>Effectiveness of Training: employees will feel less constrained by internal company politics and restrictions when discussing things with an external consultant, which can greatly enhance the effectiveness of the training. </li></ul><ul><li>Wide ranging experience and fresh ideas: a wide and varied cross section of industries and organizations, that will promote a sense of ‘thinking outside of the box’ by staff that they have contact with. </li></ul>
  5. 6. Training Courses <ul><li>Customer Service Attitude </li></ul><ul><li>Etiquette & Protocol </li></ul>
  6. 7. Customer Service Attitude Lunch breaks / coffee breaks Other requirements Video projector Flip chart or white board & markers Video player Handouts Glue, cutter, pens Necessary equipment and utensils Client’s location or external site Venue Everyone within an organization, who needs to have the ability to make a positive impact on customer relations. Participants Monday till Sunday 10.00 am – 5.00 pm Course days & Timings According to the number of training days, equipment, utensils & other requirements Course fee Basic (One day- 7h) or Advanced (Two days 14 h) (optional) Course duration Customer Service Attitude Course name
  7. 8. Training Objective <ul><li>At the end of this session, the participants will be able to: </li></ul><ul><li>Understand what Customer Service means </li></ul><ul><li>Identify their responsibilities vs. the clients </li></ul><ul><li>Understand and exceed customers’ expectations </li></ul><ul><li>Recognize the 7 sins of service </li></ul><ul><li>Deal professionally with a difficult client </li></ul><ul><li>Employ proper Etiquette at the office </li></ul><ul><li>Use positive body language and voice tone </li></ul><ul><li>Know the factors which are determining the loss of business due to Customer Service deficiency </li></ul>
  8. 9. Customer Service Attitude Training Scheme <ul><li>1. Presentation: Define Customer Service </li></ul><ul><ul><ul><li>T he 7 deadly sins of service </li></ul></ul></ul><ul><ul><li>Body language on the phone </li></ul></ul><ul><ul><li>How to handle a difficult customer </li></ul></ul><ul><ul><li>Quotations to ensure proper Customer Service </li></ul></ul><ul><ul><li>Customer Service – a positive attitude </li></ul></ul><ul><ul><li>Statistics </li></ul></ul><ul><ul><ul><li>Customer’s lifetime value </li></ul></ul></ul><ul><ul><ul><li>The ripple effect </li></ul></ul></ul><ul><ul><li>Empathy </li></ul></ul><ul><ul><li>Techniques to improve effectiveness </li></ul></ul><ul><ul><li>Etiquette in Customer Service </li></ul></ul><ul><ul><li>Moments of truth </li></ul></ul><ul><li>2. Videos </li></ul><ul><li>3. Interactive games, with everyone’s participation </li></ul><ul><li>4. Role play </li></ul><ul><li>5. Case studies </li></ul>
  9. 10. Etiquette & Protocol Lunch breaks / coffee breaks Other requirements Video projector Flip chart or white board & markers Video player Handouts Glue, cutter, pens Necessary equipment and utensils Client’s location or external site Venue Businessman, Professionals, Individuals seeking self improvement, Children & Young Adults Participants Monday till Sunday 10.00 am – 5.00 pm Course days & Timings According to the number of training days, equipment, utensils & other requirements Course fee Basic (One day- 7h) or Advanced (Two days 14 h) (optional) Course duration Etiquette & Protocol Course name
  10. 11. Training Objective <ul><li>At the end of this session, the participants will learn the details of a professional image in the workplace and beyond. </li></ul><ul><li>This is a workshop designed to give the participant confidence in both appearance and dining etiquette. </li></ul><ul><li>The benefits of etiquette and protocol are crucial for success, whether personal or business. </li></ul><ul><li>These guidelines can lead to more well ordered and happier lives for everyone. </li></ul><ul><li>Good manners are based on our values and ethics, while proper etiquette consists of rules of behavior to follow. </li></ul>
  11. 12. Etiquette & Protocol Training Scheme <ul><li>1. Image of Excellence Power Image </li></ul><ul><li>Communication and image </li></ul><ul><li>Professional attire </li></ul><ul><li>2. Dinning Etiquette Introductions & General courtesies </li></ul><ul><li>The Map of the Table </li></ul><ul><li>Dining Protocol </li></ul><ul><li>Social communication </li></ul><ul><li>3. International Business Customs Body language and gesture taboos </li></ul><ul><li>Typical greetings and introductions </li></ul><ul><li>Men and Women in business </li></ul><ul><li>4. Successful Business Practices Communication and conversation </li></ul><ul><li>Conversation taboos </li></ul><ul><li>5. Gift Giving Gift selection </li></ul>
  12. 13. Training Samples <ul><li>Customer Service Statistics </li></ul><ul><li>http ://video.google.com/videoplay?docid=8644312470448260925 </li></ul><ul><li>Positivity </li></ul><ul><li>http ://video.google.com/videoplay?docid=2112944400605108765 </li></ul>
  13. 14. Mystery Shopper
  14. 15. Mystery Shopper <ul><li>Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality </li></ul><ul><li>Mystery Shopping goes by many names: </li></ul><ul><ul><li>Secret Shopping </li></ul></ul><ul><ul><li>Mystery Customers </li></ul></ul><ul><ul><li>Spotters </li></ul></ul><ul><ul><li>Anonymous Audits </li></ul></ul><ul><ul><li>Virtual Customers </li></ul></ul><ul><ul><li>Employee Evaluations </li></ul></ul><ul><ul><li>Performance Audits </li></ul></ul><ul><ul><li>Telephone Checks . </li></ul></ul>
  15. 16. The purpose of Mystery Shoppers <ul><li>The purpose of Mystery Shoppers is to help businesses increase sales and improve employee customer service awareness. </li></ul><ul><li>Methodology: </li></ul><ul><ul><li>When a client company comes on board with a company providing Mystery Shopping services, a survey model will be drawn up and agreed to which defines what information and improvement factors the client company wishes to measure as part of the mystery shopping process. </li></ul></ul>
  16. 17. What Are The Benefits of a Mystery Shopping Program? <ul><li>Supports promotional programs </li></ul><ul><li>Audits pricing & merchandising compliance </li></ul><ul><li>Allows for competitive analyses </li></ul><ul><li>Compliments marketing research data </li></ul><ul><li>Identifies training needs and sales opportunities </li></ul><ul><li>Educational tool for training & development </li></ul><ul><li>Ensures positive customer relationships on the front line </li></ul><ul><li>Enforces employee integrity . </li></ul>
  17. 18. Mystery Shopper Details & Information points <ul><li>Depending on the business that requires Mystery Shopper, some of the common details and information points shoppers will be looking for include: </li></ul><ul><ul><li>the date and time of the pre-visit phone call </li></ul></ul><ul><ul><li>the name of the store on each side of the store visited </li></ul></ul><ul><ul><li>number of employees in the store on entering </li></ul></ul><ul><ul><li>how long it takes before the mystery shopper is greeted </li></ul></ul><ul><ul><li>the name of the employee(s) </li></ul></ul><ul><ul><li>whether or not the greeting is friendly </li></ul></ul><ul><ul><li>the questions asked by the shopper to find a suitable product </li></ul></ul><ul><ul><li>the types of products shown </li></ul></ul><ul><ul><li>if or how the employee attempted to close the sale </li></ul></ul><ul><ul><li>whether the employee invited the shopper to come back to the store </li></ul></ul><ul><ul><li>cleanliness of store and store associates </li></ul></ul><ul><ul><li>speed of service </li></ul></ul><ul><ul><li>compliance with company standards relating to service, store appearance, and grooming/presentation </li></ul></ul>
  18. 19. Who Uses Mystery Shopping? <ul><li>Any business/organization that needs to monitor it’s operations, facilities, product delivery, and service performance </li></ul><ul><ul><li>Banks </li></ul></ul><ul><ul><li>Retailers </li></ul></ul><ul><ul><li>Manufacturers </li></ul></ul><ul><ul><li>Call Centers </li></ul></ul><ul><ul><li>E-Commerce services </li></ul></ul><ul><ul><li>Government agencies </li></ul></ul><ul><ul><li>Hospitals </li></ul></ul><ul><ul><li>Associations </li></ul></ul><ul><ul><li>Franchise operations </li></ul></ul><ul><ul><li>Promotions agencies </li></ul></ul><ul><ul><li>Hotels </li></ul></ul><ul><ul><li>Restaurants </li></ul></ul><ul><ul><li>Movie Theatres </li></ul></ul><ul><ul><li>Recreation parks </li></ul></ul><ul><ul><li>Transportation systems </li></ul></ul><ul><ul><li>Fitness/health centers </li></ul></ul><ul><ul><li>Property management firms </li></ul></ul><ul><ul><li>Freight/courier services </li></ul></ul><ul><ul><li>And many more . </li></ul></ul>
  19. 20. Some Clients and Partners
  20. 21. Some References <ul><li>Alina Laura Radu has been collaborating with Hecc Romania as Trainer for Soft Skills and Customer Service. </li></ul><ul><li>In this role Alina has proven to be a very professional and dedicated trainer. Her training and communication skills are second to none and she has a profound understanding of the importance of Customer Service in today’s B2B and B2C business environments. This understanding in combination with her skills makes Alina and excellent trainer who will meet and exceed expectations. </li></ul><ul><li>Further more, Alina is a highly respected colleague and I can recommend anybody working with her. </li></ul><ul><li>Sincerely </li></ul><ul><li>Coen Coymans </li></ul><ul><li>Local Site Manager </li></ul><ul><li>Hecc Romania </li></ul><ul><li>I’m most pleased to write a quality reference for Alina Radu. </li></ul><ul><li>I have known Alina, as we have been collaborating in the Training Field. </li></ul><ul><li>Alina Radu is highly self-motivated and capable to achieving any goal she sets her mind to. </li></ul><ul><li>I strongly recommend her and I’m sure that whoever decides to work with Alina, will find her a good partner as well as a pleasant person. </li></ul><ul><li>Sincerely, </li></ul><ul><li>Mirela Chirica </li></ul><ul><li>Managing Partner </li></ul><ul><li>Sinergic Business Training </li></ul>
  21. 22. Contact Details <ul><li>Email address: [email_address] </li></ul><ul><li>Cell phone number: +40 723 894 682 </li></ul>
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