Yipsir

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Leadership and Programming Skills in Customer
Service DSS20328
What is Customer Service

• Yipsir
• www.yipsir.com.hk

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Leadership and Programming Skills in Customer
Service DSS20328

1. Tutor IP Kam Hee ???
2. Tel. [phone]
3. Email toyipsir_at_hotmail.com
4. Website www.yipsir.com.hk

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Tutor

• IP Kam Hee ??? (BSW, MA, RSW)
• Former Social Worker
• PT Lecturer of CityU since 1996
• Baptist U since 2001and
• HKCT since 2004
• Freelance Trainer, Tour Escort, Local Guide

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Schedule of Session one

• Introduction of Tutor
• Course Introduction
• Warm up games
• Crow and Tortoise
• Quick memory of 20 random items and 17 points of
  attraction
• What is good customer service?

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Teaching schedule 13 lessons
Week Topic
1 Orientation to the Course Basic concepts of Customer Service
2 Service Attributes
3 Contact skill
4 Persuasive skill in customer services
5 Handling Diverse Customers
6, 7 Handling Complaints and Difficult Customers
8 Leadership and Programming skill Meeting
9 Leadership and Programming skill Public Speaking
10 Escort and Guiding skill
11 Crisis Management skill
12 Project presentation
13 Project presentation, Course Evaluation
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Teaching Method

1. Laboratory learning
2. Interactive format
3. Focus on the learning and application of
   principles, skills and techniques.
4. Experiential exercises, games, case discussion,
   role play and audio-visual materials.

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Course assessment

• Class Participation and Attendance 30
• Exercise Leading a Warm up activity 10
• (from week 3)
• Case study Presentation (Wk 12, 13) 20
• Case study Written report 20
• Written Assignment 20

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Class Participation and Attendance (30)

• Punctuality and attendance (3 absences ? zero
  mark)
• B or above performance indicators
• High quantity and quality of Q A, discussion
  and sharing
• Willingness to volunteer to take up additional
  tasks such as a leading role in group activities
  and role play
• B- or below performance indicators
• Talkative, absent, late for class, talking on
  mobile, net-surfing or playing electronic games,
  etc.

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Exercise Leading a Warm up activity (10)

• 8 small groups (a maximum of 3 members each.
• Design and lead a warm up activity in the first
  20 minutes
• Start from tutorial 3 to tutorial 10
• Purpose
• to help the class ready for the tutorial
• To test the programming and leadership skill in
  practice of the group

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Case study Presentation (20)

1. 8 small groups (3 members each)
2. To identify a formed group, e.g. government
   bodies, LCSD, HKTB, travel agent, charitable
   organization, district board, and/or local
   community etc., and to participate in an
   activity hosted by that group
3. Following the Observation Guide to observe
   experience, explore, or even create, some issues
   regarding Leadership and Programming Skills in
   Customer Service covered in the course.
4. To identify, analyze and comments on the
   techniques being adopted by the service
   provider(s)
5. To make suggestions on improvement strategies in
   various aspects where appropriate
6. The scenario should be taped and played in the
   presentation.
7. A 30-minute presentation Week 12 or Week 13.

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Observation Guide

1. Background information about the
   activityOrganizer? Venue? Nature? Target?
2. What is the scenario? Who are involved? What is
   the consequence?
3. Who is the service staff? The roles of service
   staff? His/her duties? How good is the
   performance?
4. Any techniques applied in the Customer Services?
   How well does the service staff handle? How
   effective is the technique? Any recommendation
   for improvements?
5. Any supports to the service staff
   available?Impacts of service staff?
   Contribution? Negative consequence?
6. Who are the customers? Any reaction? Feedback?
7. Any interaction between the service staff and
   customers?
8. Any outsiders (or not the customers) not
   involved in the scenario there? Do they affect
   the performance of service staff/customer?
9. Other observation and consideration

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Case study Written report (20)

1. A written report, around 1500 words, on the
   analysis and improvements should be submitted
   on/before 500 p.m., May-4 (Thursday) in Week 14.
   
2. High marks to apply the concepts, principles
   and skills learned from the course as far as
   possible

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Forming presentation groups
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Break
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20
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??????(SERVICE?)

• S Sincerity ??? - ?????
• E Efficiency ??? - ?????
• R Readiness ??? - ?????
• V Value ??? ?????
• I Information ??? ?????
• C Courtesy ??? ?????
• E Enthusiasm ??? ?????

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• __________

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Four key issues to note

• Managing customers service expectation
  (illustrated in the Bank)
• Managing your promise to your customer
  (illustrated in the Travel agent)
• Managing your support (illustrated in the
  Wedding at hotel)
• Managing the moment of truth (illustrated in the
  Wedding banquet)

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Group discussion

1. Any similar experience in real life?
2. Customer expectation nowadays
3. What actions should be taken to ensure quality
   service if you are the management?

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The End