Introduction

Clients or customers are not only the people that paid for your product or services, but they are also the people you work with, the people you work for, and the people who work for you.

There are many things that can be said about customer service. As Peter Drucker, a management expert put it “Quality in a service or products is not what you put into it, it is what the client or customer gets out of it.

The course combines online instructor-led sessions with a face-to-face classroom-based session.

The online component will take five weeks with one webinar session per week. Each week, participants will go through assigned modules and reading materials, complete weekly assignments and exercises, and post to discussion forums to share experiences, questions and comments, and receive feedback from the instructors. The webinar sessions will be conducted on WebEx online platform. Course activities and discussion forum for each week of the course will be designed and structured on the UNKampus, UNSSC’s Learning Platform.

Thereafter, participants will attend a three-day face-to-face session in Turin to complement learned skills, practice and receive feedback from peers and the instructors.

Objectives

Objectives: 

Upon successful completion of this course, participants will be able to:

  • Explain customer service
  • Identify internal and external client/customers straight away
  • Interact positively with clients/customers
  • Use a human touch to give client/customer an excellent first impression
  • Develop a positive attitude and enjoy the positivity of helping people, both internal and external customers
  • Approach people with openness and remove barriers of any kind
  • Create and implement customer service standards
  • Have a genuine smile, be natural and stay alert
  • Choose the right behavior, visual or verbal, for smoother and more pleasant transactions
  • Use positive behavior to elicit a positive response
  • Advise clients/customers appropriately
  • Improve listening and empathy skills
  • Communicate effectively
  • Deal with objections, and costumer complaints effectively
  • Build clients/customers’ faith in their organization
  • Handle their emotions
  • Create memorable customer service

Course Methodology

Course Methodology: 

The workshop employs an adult learning approach characterized by a participatory and interactive training style. It engages participants in practical exercises and group work.

The course combines instructor-led sessions with a face-to-face classroom-based component.

The online component will last five weeks, 26 October – 27 November 2020. Each week, participants go through assigned modules and reading materials, complete assignments and exercises. They also post to discussion forums to share experiences, questions and comments, and receive feedback from the instructors. Thereafter, participants will attend a two-and-a-half day face-to-face session from 9 – 11 December. The face-to-face component is designed to complement learned skills through practice and to receive feedback from peers and instructor.

Webinar details

The webinar sessions will be conducted using Zoom web conferencing. Self-paced modules and discussion forum for each week of the course will be designed and structured on the UNKampus, UNSSC’s Learning Platform.

Participants need a computer (or mobile device), a reliable internet connection and either headset with microphone to connect to the audio through the computer, or a telephone. We recommend accessing audio through the computer. No special software is required, but participants must be able to access Zoom either on their internet browser or app, so please check the admin rights on your computer. We will send instructions for webinar access to registered participants. We recommend you download the application and test your access in advance.

The live webinar sessions are from 2:00 pm – 4:00 pm Rome-time (8:00 am – 10:00 am New York-time).

Course Contents

Course Contents: 

This programme builds upon and complements other UNSSC courses for programme supports and administrative functions with the following activities:

Online sessions (5 weeks)

Part 1: Critical Elements of customer service

  • What is Customer Service?
    • Internal customers
    • External customers
  • First impressions
    • STANCE (Smile, Tone, Appearance, Name, Customer Focused, Eye contact)
    • How to approach people
    • A human touch
  • The Power of behaviour – behaviour can help or hinder
  • Ethical standards in the UN: maintaining integrity and ethical behaviour in customer service activities
  • Customer types: Mr Rude, Mrs Arrogant, Mr Chatty, Mrs Picky
  • Advising the customer
    • Knowing your stuff
    • Finding out what they want
  • Effective Communication strategies -
    • Customer loyalty
    • Questioning techniques
  • Customers on the phone
    • First impression on the phone
    • Controlling the call
    • Agreeing on actions
  • Online customers
    • Email and webchat
    • Social media and the customer
    • Social media and you
  • Emotional intelligence and service focus
    • Discovering their needs
    • Dealing with objections
  • After service
    • Organization loyalty
    • Team and customer loyalty
  • When things go wrong
    • Listening to the customer and empathy
    • Asking the right questions
    • Negotiations skills
    • Influencing skills
    • Getting to a solution
  • System thinking

Face-to-face

Day One: The Six Critical Elements of Customer Service culture

  • First critical element: Setting goals and meeting expectations (small group work)
  • Second critical element: Defined in your organization (small group work)
  • Third critical element: Given life by the employees (small group work)

o  Communication skills

o  Telephone techniques

o  Dealing with difficult customers

Day two: Continue the Six Critical Elements of Customer Service culture

  • Fourth critical element: Be a problem solver (small group work)

o  Dealing with challenges assertively

o  Dealing with difficult people

o  Seven steps to problem solving

  • Fifth critical element: Measure it (small group work)
  • Sixth critical element: Reinforce it (small group work)
  • Dealing with stress

Day Three: Customer service servant leadership

  • Understanding servant leadership (small group work)
  • Five practices of leadership (small group work)
  • Action plan

Target Audience

Target Audience: 

General Service programme support and administrative professionals.

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