CS Process Training

CS (Customer Service) Process Training

Overview:

CS Process Training for eCommerce service skills will develop the participants’ skills and behaviors to offer exceptional customer care to customers. The training aims to empower participants to provide effective solutions to customer service query, requests and complaints as they arise.

Course objectives:

By the end of this training course participants will be able to understand:

  • Consistent and standardized processes while dealing with customers query, requests and complaints – by understanding the SOPs (Standard Operational Procedure)
  • Skills in engaging customers and handling their concerns/requests effectively by providing hands on experience on CRM (Customer Relationship Module).
  • The problem statements, ability to do RCA (Root Cause Analysis) and summarize to respond fully to a customer concerns.
  • Ways to exceed expectations and add value to client relationships
  • Working on customer delight by doing FTR (First Time Right)

Outline of the Program:

DAY 1

Module 1: Welcome and introduction
  • Course objectives
  • SOPs to be covered
  • Facilitator presentation and Work instructions
Module 2: Defining Customer Service of eCommerce
  • What does great service look and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises, facilitated group discussion
Module 3: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure)
  • SOP – Delay in Dispatch
  • SOP – ESD & EDD (Estimated Shipped Date & Estimated Delivery Date)
  • SOP – OFD (Out for Delivery)
  • Individual and group exercises with subject case study

DAY 2

Module 4: Recap SOPs (Standard Operational Procedure) and Handling customer enquires
  • Recap of previous day SOPs and Quiz
  • Customer contact model and service standards
  • Creating lasting first impressions
  • Demonstration, facilitated group review, pairs exercise with group review
Module 5: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • SOP – Delay in Delivery
  • Individual and group exercises with subject case study
Module 6: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • SOP – DBNR (Delivered But Not Received) & Fake POD (Proof of Delivery)
  • SOP – Tracking Issues
  • SOP – Specific Delivery Time
  • Individual and group exercises with subject case study

DAY 3

Module 7: Recap SOPs (Standard Operational Procedure) and Establishing customer needs and responding to requests
  • Recap of previous day SOPs and Quiz
  • Art of Questioning and Active listening
  • Identifying challenging customer requests
  • Conducting RCAs (Root Cause Analysis)
  • Demonstration, facilitated group review, pairs exercise with group review
Module 8: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • SOP – Specific Delivery Time
  • SOP – Delivery Address Change
  • SOP – Courier Issues
  • SOP – Received shows Shipped
  • Individual and group exercises with subject case study
Module 9: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • Exchange Flow
  • SOP – RTO Scenario (Return to Origin or Reverse Pickup)
  • Individual and group exercises with subject case study

DAY 4

Module 10: Recap SOPs (Standard Operational Procedure) and Establishing Service recovery
  • Recap of previous day SOPs and Quiz
  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Demonstration, facilitated group review, pairs exercise with group review
Module 11: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • SOP – Order Cancellations
  • SOP – Order Changes
  • SOP – Seller Escalations
  • Individual and group exercises with subject case study
Module 12: Handling customer queries/requests/complaints – SOPs (Standard Operational Procedure) (cont.)
  • Introduction to Net Promoter Score (NPS)
  • Introduction to advanced CRM (Customer Relationship Module)
  • Individual and group exercises with subject case study

DAY 5

Module 13: Recap SOPs (Standard Operational Procedure) and Complaint handling practice with practice session
  • Recap of previous day SOPs and Quiz
  • Impact of social media on e commerce
  • Practice brief
  • Practice sessions
  • Complaint handling practice sessions with feedback, group review
Module 14: Applying the learning
  • Assessment based on CRM (Customer Relationship Module)
Module 15: Applying the learning & Feedback Session
  • Action planning on the assessment result
  • Course feedback