S.W.A.P. Teller  – Service With A Purpose for Toll Tellers                 Download Brochure

Customer Service Program for Toll Tellers

"THERE IS ONLY ONE BOSS. THE CUSTOMER. AND HE CAN FIRE EVERYBODY IN THE COMPANY FROM THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS MONEY SOMEWHERE ELSE."

 

- Sam Walton

 

Every organization is in business for its customer and continues to stay in business because of it’s customer. Hence the only way to run a company is by saturating it with the voice of the customer. The people who are constantly portraying the organizations image and professionalism are our frontliners who commit their entire day to serving and satisfying various types of customers. They are the first and most often the most critical contact point in creating satisfaction and loyalty. It is imperative that they be equipped with the necessary skills to meet, exceed and even wow our customers.

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 Program Description
S.W.A.P. Teller is the first program of its kind designed specifically for toll tellers. It is all about developing tellers with self-confidence, pride and a sense of purpose in delivering their crucial daily responsibilities. Participants will be trained on meeting customer requirements and expectations within an 8 second transaction, giving accurate information through listening and questioning skills, managing their emotions when dealing with difficult situations and various customer personalities, handling and channeling complaints within seconds effectively and initiating service recovery to repair negative customer perceptions to ensure a positive service experience and promote customer loyalty.

Targeted Competency

Program Objectives

Customer Service Orientation

 

·  Express the concept and value of providing quality customer service.

 

·  Define their roles and responsibilities at each contact point with the user to create satisfaction by

   using the right vocal, facial and body language within an 8 second transaction.

 

·  Understand the user quickly and correctly by applying quality questioning and empathetic listening

   skills.

 

·  Develop the mindset and habit of saying “Yes” to the user.

 

·  Develop the mindset and habit of saying, “Yes” to the customer.

 

·  Be aware and use the right service language to create rapport, respect and an emotionally satisfying

   experience for the user.

 

·  Develop emotional control through the principles of emotional intelligence to manage personal emotions

   and moods during toll transactions.

 

·  Develop self-confidence to manage and handle difficult users and stressful circumstances at lanes within

   seconds.

 

·  Value complaints as opportunities to improve service and initiate service recovery to maintain trust and

    exceed expectations.

    
        ·  Handle and channel complaints within 30 seconds, creatively and professionally.

 

Self Confidence

Information Seeking

Impact and Influence

Interpersonal Understanding

Relationship Building

Self Control

Creative Thinking

 

Duration              2 or 3 Days (In Malay or English)

 

Designed For    Toll Tellers ONLY.

 

Participants     A maximum of 25 participants

   

Content           The program contents include the following:

 

·       The Right Attitude of a Toll Teller

o            Creating the right attitude by altering  limiting beliefs.

o            Understanding the difference between ‘slave teller’ and ‘serve teller’.

o            Always say YES to the user?

·       Identifying the Attributes and Responsibilities of a Toll Teller

o            Identifying service roles at lanes

o            Understanding user expectations during peak and non-peak periods

o            Listening intellectually and emotionally

·       Managing user expectations

o            Meeting and exceeding expectations within 8 seconds

o            Highway = Toll = 3S

·       Levels of Service and 4 secrets of a User Oriented Teller           

o            Evaluating your service, delivery, mindset and relationship.

·       Changing the current Service Mentality

o            Creating the WOW! Factor for every user

o            Identifying the current barriers in service delivery

o            Identifying critical behaviours to adopt throughout the service           

                  transaction

·       Serving the User’s through EQ

o            Understanding how the right attitude influences the right mood and 

                  approach in service delivery

·       Using Complaints to create Users  for Life

o            Service recovery in 30 seconds

o            The shared role for effective recovery (Teller – Supervisor – Security)

o            Five steps in handling complaints

·       Managing our Emotions with Difficult and Different Types of Users 

o            Effective methods for emotional self-control

o            Understanding user intention

o            Handling difficult users
 

Methodology     The program involves short interactive lectures coupled with a series of   indoor activities, role-plays on user handling
                                 techniques, complaint channeling methods and emotional control strategies. The complete training  process is described
                                 in the diagram below:

 

   

The COMPLETE Training Process*