DDVskills
- 1. page 1 Customer Service Excellence An overview of DDVskills and the services offered
- 2. page 2 EXECUTIVE SUMMARY INTRODUCTION TO DDVskills DDVskills is a Gauteng based Training and Development company owned by Davy Davies-Vaneetvelde. Specialised in providing workshops in Customer Service Excellence and Sales, we pride ourselves in providing a personalised service to all of our customers, and all our workshops are tailored specifically to their industry, business or destination. This allows the organisation to offer participants destination knowledge and organisation objectives. Our courses consist of the perfect balance between theory and engaging exercises to gain maximum knowledge on the subject. What we are teaching the participants is not how we need to give a better service compared to the competition in order to stand out, but how to deliver a difference, so that the service you provide is different and will stand out in today’s crowded market with highly demanding customer. We are also acting as Consultants for small and large companies to assist them in the provision of Training and Development. Working on a retainer over a period of six months to a year, we assist you in identifying, evaluating, developing and implementing all your training needs and requirements. WHY DDVskills? As mentioned. customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Anyone in direct contact with your customers, either face to face, by phone or email are the face and voice of your company. More and more businesses today realise the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that my Customer Service training provides. Unfortunately smaller organisations don't always have a budget available to invest in professional skills. My own and therefore my company’s “Values and beliefs” are that no matter the size of the organisation you work for, everybody within an organisation should have access to the tools to grow and improve professionally, an employer who is willing to invest in them so that together as a team, full of passion and enthousiasm a success story can be created. It is for those reasons that I made the decision to focus on the smaller yet driven companies who work hard to compete with others in today’s economy. For any business in this demanding economy and overcrowded market, customer service training is arguably the most vital category of instruction that management and employees ever receive. The users of your services expect to receive both impeccable service and support, and your employees need to know how to meet those expectations. As a young business and with the aspirations to be successful it is very important that you get that part of your service right from the start.
- 3. page 3 OBJECTIVES The objective of the workshop is to improve user satisfaction while increasing employee morale and to develop the coaching skills of managers and supervisors OUTCOMES ‣ Improved customer satisfaction scores ‣ Reduced escalations ‣ Increased call resolution rates ‣ A common service language ‣ Improved staff morale and reduced turnover ‣ Improved productivity METHODOLOGY A range of teaching methodologies will be employed throughout the training. They include presentations to explain new information and ideas; plenary discussions to obtain participants views and opinions; group activities to enable participants to work with one another; demonstrations, role plays and case studies. Teaching methods are taken into account the special needs of participants including their experience, role within the company and habits. The participants are encouraged to engage and give scenario’s they deal with on a daily basis as examples to how we can improve our customer service. CUSTOMER SERVICE EXCELLENCE Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation. Walking the same road and striving for the same goals as a team, can make a business go from being average to being outstanding. This customer service excellence workshop is carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider: ‣ Why how we perform matters ‣ What's different about good performance ‣ Performance standards ‣ Turn complaints into opportunities ‣ Listening skills ‣ Assertiveness ‣ Effective communications ‣ Internal clients ‣ Customer-focused organisations ‣ First contact ‣ Customer rapport ‣ Develop a reputation for reliability ‣ Managing expectations
- 4. page 4 At the course you will learn: ‣ The effects of good and bad customer service on your organisation ‣ How a change in your behaviour can have an impact on your customer and increase customer loyalty ‣ How to project a professional company image through becoming aware of your product/business ‣ How to handle difficult customers ‣ What communication skills to practice so that you become more effective in your customer service role ‣ How to maintain a positive attitude even in challenging situations Topics we will cover: ‣ Knowing your organisation and industry ‣ What impression do you create ‣ Good versus poor customer service ‣ Who is my customer ‣ Customer Satisfaction ‣ Responding to and turning complaints into opportunities ‣ Communicating positively with customers ‣ Telephone skills and etiquette ‣ Resetting Expectations ‣ Dealing with difficult customers Who should attend: Anybody within the company in direct contact with customers ‣ In person ‣ On the phone ‣ Via email Our workshops are fun and informal, yet educative and motivational. Practical exercises combined with tips and tricks and a knowledgable trainer who is eager to share, will help you to understand and enable your full potential in customer service.
- 5. page 5 Our services The ultimate outcome of well planned professional development is that it safeguards the public, the employer and the employee. Tailored training and education maximises productivity, enhances employee retention and creates the foundation needed to establish a loyal customer base. Customer service and or sales workshops Our classroom style workshops focus on Customer Service and Sales. Each is completely tailored to suit your needs, those of your customers and your industry. A pre-workshop meeting with you and extensive research into your sector is conducted in order to fully understand the essence of every day challenges that are or may be encountered. Adapted to the level of knowledge of the participants. From induction level for newcomers to specialised courses for your experienced staff. We design, develop and deliver training programmes. We can even include your own processes and corporate practice requirements to ensure a complete view from start to finish. A perfect mix lectured theory and practical exercises engages all participants in a fun yet educational way. Telephone etiquette/skills training Ideal for your reception staff and others who have daily interaction with your clients and prospective clients, this course provides practical call handling training. Most employees know the importance of the first impression but very few understand the relevance to their daily activity. This course is designed to teach participants telephone techniques and skills to confidently and constructively answer telephone calls; take ownership of messages; internally communicate; respond to customer enquiries; and handle customer complaints. One-on-One coaching One-on-One Customer Service or Sales coaching empowers the participant to achieve step-by-step, measurable improvements in performance and motivation. Designed to unlock talent, provide support and create an environment which facilitates a level of communication that cannot be achieved in a group environment, the employees that most benefit from one-on-one coaching are often thought to be under- achievers. In fact, the opposite is true and it is the employee that has been identified as a potential future leader that has the most to benefit from the stimulation and dedication that is implicit in one-on-one coaching. Excellence can often obscure an area requiring attention and outside assistance to both identify and resolve a hidden weakness is often the most effective way of avoiding the formation of habits which could eventually limit career progression and, therefore, lead to disappointment. Training and Development Consulting We are also acting as Consultants for small and large companies to assist them in the provision of Training and Development. Working on a retainer over a period of six months to a year, we assist you in identifying, evaluating, developing and implementing all your training needs and requirements.
- 6. page 6 Our clients As all our workshop are completely tailored to the industry and specific needs of the client we are not limited to a particular industry or field. So who is our ideal customer? Those companies and employees in direct contact with your customer, either telephonically, via email or face-to-face, will benefit from our workshops. If you feel that the motivation is going of the sales team and therefore sales numbers plummeting, then your company will benefit from our workshops. Fragomen Africa, Law firm “The training was/is an absolute necessity, and i actually find myself applying it not only at work but at school and in my daily interactions. The word “problem” has been deleted from my vocabulary : ) it is an absolute no no I also find that conversations with clients, both on phone and via e-mail are much more free flowing since then I definitely recommend the training for anyone who deals with clients on a regular basis. P/S; before the training i wondered what we will be discussing for 6-7 hours. It was surely worth it at the end.” Ansie Retief, Leapfrog Properties, Realty “Thank you very, very much for the training today, I am amazed at the level of expertise with which I had today from Davy and is was amazing how he touched the important factors which play a role in the Real Estate industry. Although I believe that I am a specialist at this aspect, Davy made me realise that there very important factors that I need to focus on to ensure that I am able to offer a service different from the norm. I would like to thank DDV skills from the bottom of my Leapfrog heart, for the opportunity to attend but more... this dedicated training will definitely make a difference to my business. I am of the opinion that each and every estate agent should attend this course with DDV skills and maybe we can create a better reputation for ourselves. It was worth far more than the amount spent.” Leanne Cursons, Belissimo Hairsalon, Cosmetica “I went for a coaching session with Davy.. I was highly impressed with the amount of work that he put into our coaching session... he researched the topic I had asked for help with... not only was he informative and confident in what he showed me, but he took the time to help me understand the area better and how to achieve better results. He also had some "out of the box" different marketing ideas which I loved and am in process of putting 2 in place. After our coaching session he emailed me everything that we had discussed for future reference and then he sent me links to software that would be beneficial to my business. So a big shout out and thank you to Davy.” Other industries we have created and created bespoke workshops for are: IT, Manufacturing, Retail, Hospitality, Insurance, Travel, Academy,