UPCOMING COURSES
- Coaching Skills for High Productivity: Developing a Coaching Culture in your Organization
This virtual program is designed to equip supervisors, team leaders and managers…
- Managing Change: It Matters More Than Ever
Someone said that all management is the management of change. That…
- Agility for Business Recovery: Delivering Results through Agile Tools and Principles
- Social Media Analytics: Drive Results to your Business Through a Data-driven Approach
- Effective Workload and Time Management: Work Smarter and Achieve Results in the New Normal
Our life today has gotten extremely complicated with the evolving challenges…
- Lessons in Crisis Leadership: Lead and restore your Team’s Confidence
- Getting Things Done During The New Normal: Ensuring Execution in Spite of Adversity
The objective of this course is to provide the participants with…
- Mindfulness at Work: Improving your Focus, Creativity and Decision Making
It's been stressful for most people during the pandemic, and we are…
- Better Writing for College: A Senior HS and College Student's Guide to Write with Clarity and Confidence
There is a huge transition to make regarding the writing and composition…
- Essentials of Business Communication: Written and Oral Communication for Everyday Use
It is imperative for companies to establish effective communication…
- Crisis Communication in the New Normal: Best Practices on How to Prepare, Handle and Recover from a Social Media Crisis
- Process Management: Documentation, Mapping & Analysis - Improving Business Processes for Effective Execution and Output
- Project Management Skills for Everyday Tasks: Adopting the Mindset from Planning to Execution
- Creating Content & Building Connections: Ensure your Brand Image Internally and Externally
This interactive virtual workshop will provide participants with a…
- Critical Thinking and Problem Solving: Analyze and Implement Effective Solutions
Help your employees make better-quality decisions by engaging the way…
- Effective CSR Programs: Planning and Executing Programs with Social Impact in the New Normal
This virtual workshop focuses on reviewing the intersection of business,…
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CUSTOMER SERVICE EXCELLENCE FOR SMES
One of the misconceptions about continuing education is that it’s expensive, hence suitable only for those in large companies with generous budgets.
Many fail to see the value that a focused and practical approach could provide, whatever the size of the business.
A few months ago, we customized a “high-impact sales and customer service excellence” workshop for Loc&Stor 24/7, a small but growing company offering convenient, secure and professionally run self-storage facilities.
We spoke recently with Anna Peterson, Loc & Stor director, to find out what their experience with Inquirer Academy’s customization process taught them.
Why did you need this type of workshop?
We offer a secure, self-storage facility featuring various size units in four locations in Metro Manila. While this concept is understood and accepted in many countries such as in the United States and Europe, many in the Philippines are unfamiliar or unsure of what exactly this means for them. Hence, there is a need for longer explanations of the available options, either by phone, e-mail or during face-to-face visits with clients.
This means that our sales staff or anyone who faces a customer should be adept at probing customer needs and offering appropriate alternatives.
How did you find the customization part of the workshop?
We appreciated the efforts of the resource person to understand our business, even acting as a “mystery shopper” and visiting the premises and asking questions. He was able to assess where we were at that point and suggested practical improvements during the workshop itself.
We aim to provide a world-class self-storage experience to all our customers, and to achieve this, our sales team needs to understand what excellent customer service means and what it looks like. If you have a storage challenge, our sales team will get to know you and your storage needs before giving a practical solution.
What was the impact of the workshop? Are the learnings still relevant to members of your team?
Yes, we had adopted the templates and processes we were taught, and practiced these to this day. We have regular sales huddles, where we role play different customer scenarios, play back recordings of phone inquiries and review e-mail replies to refresh us of what we’ve learned and remind ourselves of better ways to respond or react.
We are still—and will always be—a work in progress, as we are continuously trying to improve ourselves.
We also take customer feedback seriously. We have actually improved some of our processes due to customer input. We try to keep the learnings of that workshop relevant to our sales team.
As a result of a vision to provide a world-class self-storage experience, we have earned five-star reviews in Google and Facebook. One of our biggest sources of inquiries has been referrals.