PVP recently conducted another training session for one of our long-term clients, InterAsia Outsource Inc. (IOI), and it was led by our speaker, Mr. Anthony "Nonie" Talampas.
From September 21 to 22, IOI employees actively participated in a Client Management training session titled 'Client Management: Levelling Up Your Customer Service Skills and Uplifting the Customer Experience.' The primary objective of this session was to help participants understand the diverse aspects of delivering exceptional customer service.
The training included practical exercises and engaging activities, enhancing the overall learning experience. Consequently, participants now possess the skills and knowledge required to proficiently manage a wide range of customer relationships, be it with coworkers or clients.
On the initial training day, we covered the fundamentals of customer service and encouraged a shift in mindset towards providing excellent customer service. We also delved into the challenges, struggles, and difficulties encountered by the participants in their roles, while discussing the essential competencies required for their positions.
The second day was dedicated to a two-part agenda. First, participants presented their work, with each department sharing challenges they face when dealing with coworkers and clients and proposing solutions. This part of the session was particularly enlightening as it showcased the practical application of the Basic Problem-Solving Training conducted previously. It demonstrated how participants formulated appropriate actions for various scenarios and fostered engaging exchanges of ideas and questions among participants. It was a great opportunity for different departments to support each other in resolving issues by clarifying aspects from their presentations and suggesting more cohesive problem-solving approaches.
After the presentations, the discussion transitioned to positive communication tools that participants could employ when communicating with clients. During this segment, the participants learned how to issue proper apologies to customers, handle situations where customers made mistakes, and communicate bad news to clients in a compassionate yet professional manner. Participants were also encouraged to create their own positive messages based on the provided examples. Additionally, the reasons behind client objections was also discussed, with reflections on the different aspects that the organizations could have failed in. One presentation successfully captured the essence of this second day: "Make clients feel understood, and that we empathize with their situation, all while taking accountability."
As is customary with IOI, the training concluded on a positive note! Participants shared their personal takeaways from the two-day training and expressed their satisfaction with the experience. Thank you, IOI, for another engaging, insightful, and, most importantly, successful training!