Customer FIRST Training Proposal

NOTHING STANDS OUT CLEARER BETWEEN COMPETING
FIRMS THAN THE QUALITY OF THEIR CUSTOMER SERVICE!
Delivering Excellence
Through Your People
3-DAY COURSE + Free Customer Service Awareness Survey!
© Copyright 2011, PSL Consulting, All Rights Reserved | Your Reliable Partner For Business Success & Growth
INTRODUCTION
PSL Consulting is pleased to submit our proposal for 3-day Customer FIRST, customer service
training for your organization.
Our Customer FIRST training is specifically designed to encourage and support a more customer
centric workforce thereby enhancing customer satisfaction and retention within your
organization. Our training solution is also designed to complement, integrate and support other
(existing) customer service initiatives within organization.
After reviewing this proposal, we look forward to a decision to implement the training after
agreeing final fees and delivery details.
This is a confidential document that we trust will not be shown to third parties or used for
any other purpose without our prior consent.
BACKGROUND
Businesses That Keep Their Customers Own The Future!
Globally, successful customer service oriented companies vary from amusement parks [DISNEY
THEME PARKS], to mobile handsets [NOKIA], to hotels [MARRIOTT HOTELS], to banking
[MBNA], to retail [NORDSTROM].
Their success stories have been told, retold and analyzed in numerous trade and professional
literatures. These service winners’ stories contain many success variables; however, they all
have one common factor. They are all customer driven; hence they channel all their effort and
resources to provide solutions to their customers’ needs and wants.
In line with this thinking, rather than proceed at a normal or natural growth rate of your
organization, you can accelerate growth and profitability by leveraging on customer satisfaction
as a key strategic differentiator. This will require continuous product/service improvements
supported by efficient/customer friendly systems/processes and a well trained customer
centric workforce.
Also as competition within your industry increases, more employees will need to develop
superior behaviors and skills to meet customers’ expectations of higher levels of product and
service quality.
Clearly, time and money spent on our Customer FIRST training is not only a good business
practice, but also a profitable investment. Our specially designed training builds understanding
of customer satisfaction dynamics and emphasizes the role of employees in achieving internal
and external customer service goals.
POSSIBLE CUSTOMER SERVICE CHALLENGES CURRENTLY BEING FACED
Our Customer FIRST training is designed to tackle:

 Existing customer service challenges (sources of common customer complaints)
 Internal customer alignment issues
 Perceived future service challenges
 Or in a ‘blue skies’ mode to think about ways of improving the overall level of service
delivery within the company.
Like most dynamic organizations, your organization will need to graduate beyond the narrow
and limited perception of product quality as its main source of differentiation. Global
technological standardization has significantly eroded technological and product based
differentiation to a point that customer service in now becoming the key sustainable advantage
organizations can rely upon.
We strongly believe that a business can only build a sustainable competitive advantage if the
firm is driven by a customer centric approach of continuously trying to improve its products and
services. The boom in consumerism has given rise to mature and demanding customers and
dynamic businesses must quickly adapt to these changes to fully capitalize on emerging market
opportunities.
TRAINING OBJECTIVE
Your Organization Is Only As Friendly As Your Most Unfriendly Employee!
Your employees are your customers’ NO 1 point of contact for service, enquiries and
complaints; it is important that they understand how your customers MUST be served. They
also provide the NAME, FACE and PERSONALITY the customer encounters every time they
interface with your organization. Ultimately, whether your organization is known for good or
bad service depends largely on your customers interaction with them; they should be the
champions and flag bearers for your customer service campaign; as front liners their ability,
professionalism, actions, attitude and commitment will significantly impact the image,
reputation and fortune of your organization.
This undoubtedly requires that these employees be well trained and adequately armed with the
proper service attitude, mindset and techniques. This training should cover all practical aspects
of customer service, be administered organization wide with critical streams introduced into
induction programmes for new employees. It should then be closely monitored and reinforced
to ensure that the principles are being applied.
Our 3-day Customer FIRST training is designed to provide your employees with the knowledge,
skills and attitude to manage and deliver exceptional customer service, guaranteed to influence
your customers' choice of your organization as their preferred service provider. It will also
provide the essential foundation for creating renewed customer service awareness among your
employees, that will enhance their willingness and ability to understand and delight customers.
At an individual level, the training will also encourage participants to take the initial steps of
exploration in their quest for personal development and to understand the features of
exceptional customer service dynamics.
Expected Training Outcomes:
 Improved awareness about the role and importance of good customer service to your
organizations success
 Enhanced understanding of the concepts and principles of exceptional customer service
 Enhanced appreciation of the importance of internal customer satisfaction and
alignment
 Identification and display of required competence, corporate values and key character
traits of the ideal customer centric employee
 Organization wide acceptance of responsibility for customer service improvements
 Improved customer service at (all moments of truth) and consequential satisfaction of
the firms internal and external customers
Clearly, this programme builds people skills and identifies critical issues necessary to improve
customer service, customer satisfaction and relations, thereby providing a strategic competitive
leverage to retain and expand your customer base and market share even in a highly
competitive industry.
Programme Benefits
This training represents the first step towards developing a culture of exceptional customer
service that will provide your organization with:
 Enhanced market leadership capabilities

 Reinforced customer service philosophy
 Improved employee commitment to good customer service
 Increased mind share of the customer
 Increased share of the customers’ business
 Increased customer satisfaction, loyalty and word of mouth advertising
 Improved teamwork within your front line staff
 Improved understanding of the importance of the internal customer chain
 Reduced customer complaints and staff turnover
 Improved understanding of the customers’ quality expectations and ensuring that these
expectations are met
 Clearer picture of the present level of customer service and the associated cost of losing
a customer
 Improved attitude, morale, job satisfaction and communication of your front line staff
 Improved service delivery and culture alignment for outsourced customer management
functions
 Improved generation of revenue from profitable sales
OUR TRAINING APPROACH
We recognize that no two organizations are the same that is why each of our Customer FIRST
training is unique and designed to deliver the specific outcomes desired by the client, whilst
being based on a CONSISTENT, SOUND and PROVEN APPROACH
The training is facilitated as a buffet option varied interactive modules using a multi-sensory
training approach which enhances participation, understanding and absorption of new ideas
and habits. Our customer service modules are varied, and designed to offer different
challenges, so all key customer service skill sets are utilised.
The sessions will also focus on the often forgotten customer - THE INTERNAL CUSTOMER - and
the corresponding relationships (teamwork). It will provoke and stimulate fresh thinking and
also provide practical ideas that can be applied immediately in the workplace. This multilayered
approach fosters reflection for weeks, months and even years after the training, promoting
ongoing positive change.
We will start by introducing and explaining customer service principles then employ sets of
carefully selected customer service exercises designed to enhance participants understanding
of the principles. The exercises tweaked to highlight existing customer service challenges being
faced within your organization. Each exercise will be debriefed with particular attention on
challenges encountered and the implications for the organization. Following naturally from this
will be various solutions drawn from the participants including the best approach to implement
the solutions.
The exercises will be highly stimulating, thought provoking and moderately challenging but fun
to carry out such that participants will learn without feeling the mental strain of learning. The
exercises will also be memorable and rewarding allowing participants to refer back to them
when tackling similar issues back at work. Ultimately they will leave the training with ideas for
improvement and an enthusiastic fresh perspective on the role and importance of delivering
exceptional customer service within their organization.
In addition to exercise debriefing, at the conclusion of the training, participants will be required
to summarize their learning experience in a brief statement or presentation, which helps
reinforce their learning achievements and celebrate their accomplishment.
To deliver on this assignment; we propose to adopt modern teaching techniques that will aid
easy understanding and practical application of the concepts learnt:
Presentation
Hands-On
Role Play
Exercises
Group Work Methodology Case Study
Class Work Film Show
Games
EXPERIENCE THE PSL DIFFERENCE!
If you compare our training with others, you would notice the following differences:-
Engagement – Participants find our trainings engaging. The continuous attention and interest is
generated by encouraging lively hands-on participation, providing mental challenges and varied
delivery formats all leading to a stream of insights on the topic.
Adaptation – We ensure that we match the depth of the material to the current level of the
participants and proceed at a pace that is moderately challenging.
Exercises – While we keep knowledge, skills and attitude in close balance, we focus more on
skill development through carefully chosen hands-on real world exercises.
Experiences – We draw out the personal experiences of participants to keep their emotional
engagement high. Participants will find the personal experiences of others fascinating and
insightful.
Simplicity – No matter how complex the material, we deliver it with a simple structure that is
easy to absorb.
Multimedia – We include films and animated slides to keep interest high.
Tools – We include effective tools that can be used back in the office. Many of these tools are in
the form of laminated desk references making them easy to use day to day.
TRAINING PROGRAMME CONTENT
Below is a typical outline of our Customer FIRST training. Each subject heading may have a
number of topics. These topics will be interspersed for the most effective delivery.
Introduction
Our introductions are extensive so that the course can be run more efficiently.
Objectives
We will clarify both course and participant objectives while encouraging higher goals.
Present Position
Here we surface current knowledge, skills and attitudes. We will pair participants for the
exercises so those with higher skills can help those with lower skills.
Principles
We will detail the first principles as a foundation for superior customer service delivery.
Topics
Each module will have a set of key topics. We use a building block approach where we start
with simpler, foundation topics and build upon these with higher level topics until we reach the
desired level of knowledge, skills and attitudes.
Tools
We will include a simple set of tools that participants can apply to a wide range of situations.
The tools are simple enough to memorize, even though we provide most of them as laminated
desk references.
Processes
As much as possible, we will break customer service dynamics into sets of processes. These can
then be learnt step by step to ensure mastery of the skills.
Exercises
Most of the learning will be via exercises. The lecture format will be minimized. The exercises
will be interesting but challenging. The debriefing will focus on key insights and attitudinal
shifts. Some of the exercises will be based on real life examples developed by the participants
solving previous and existing customer service challenges.
Personal Exploration
To reinforce attitudinal change, we will encourage lots of personal exploration and discovery.
Most life changing learning experiences come from solving challenges. We will help participants
develop effective ways to solve challenges so learning will be continuous, even after the end of
the course.
SPECIFIC TRAINING TOPICS
Our Customer FIRST training is designed in a modular format. Based on the specific customer
service needs of the participants and your organization, these modules can be combined and
facilitated at different levels of detail and complexity.
This list of topics is not exhaustive, actual topics will depend on the level and speed of learning
of the participants. We can run multiple streams of topics allowing organizations to choose the
pace and depth which most suits the participants. Some of these topics will be treated within
specific exercises that will typically address real life customer service issues facing the
organization.
Proposed Training Modules
STAFF LEVEL FOCUS & LEARNING OBJECTIVE

TOP Focusing on the overall customer service strategies for the organization,
MANAGEMENT derivative policies, corporate customer service target setting, measurement
and developing reward systems.
At this level, the training focus should be the generic customer service
principles and issues relating to change leadership and creating organization
wide awareness.
MIDDLE Focusing on implementing the customer service strategies, aligning product
MANAGEMENT features with customer needs, process improvement and system
improvements.
At this level, the generic customer service principles, customer value
management, customer management, creative problem solving and issues
relating to change leadership and creating organization wide awareness
should also be discussed.
JUNIOR AND Focusing on customer interface management, people skills, communication
FRONT OFFICE skills, telephone etiquette and general service delivery issues.
STAFF
At this level, the generic customer service principles, customer value
management, creative problem solving and front office customer
management should also be discussed.
MODULES ACTIVITY & LEARNING OBJECTIVE
What Is Customer To create an understanding of the nature, purpose and benefits of

Service And Why Is providing excellent customer service (Pre-workshop exercise, short
There So Much Hype lecture, class discussion and video presentations called Remember Me
About It? and Zig Ziglar on customer service)
Customer Customer identification and profiling session. (Pre-retreat exercise,
Identification short lecture, review of pre-workshop exercise and class discussion)
(Who Are Our
Customers?)
Assessing Customers’ Understanding customer values and their derivate needs (Lecture, role
Needs And play, class discussion and video presentations called I am a customer
Expectations sell me something)
Principles of To familiarize the participants with the features of good customer care,
Distinctive Customer participants should have a decent understanding of what good
Service And Ensuring customer service is. (Lecture, role play, group discussion and video
Absolute Customer presentation called basics of profitable customer service)
Satisfaction
Customer Centric The participants will be exposed to various strategies and approaches
Strategies For for creating organization wide awareness, staff appreciation of the
Creating Service importance of customer service and ultimately their commitment to
Awareness And service. having their specific organizations in mind, they will also
Building Customer explore strategies for creating and sustaining customer loyalty (Short
Loyalty lecture, class discussion, case study & group exercise)
Service Delivery And This session is designed to guide participants to focus on and identify
Back Office Process opportunities for improvements to key processes that deliver value to
Alignment And the customer. Participants will also review the level of alignment of
Improvement back and front office processes. (Short lecture, class discussion, case
study and group exercise)
Customer Service As To identify the role of customer service, corporate culture and
A Key Driver Of employees commitment
Corporate Vision,
In the actualization of corporate mission and vision. (Short lecture)
Success And
Profitability
MODULES ACTIVITY & LEARNING OBJECTIVE
Brand Pillars And Brand To create an awareness of possible events, attitudes, actions and
Eroders statements that may weaken or erode the corporate image of your
organization; as well as those that are required to re-enforce and
sustain it (Short lecture, individual exercise and class discussions)
Managing The Moment Creating excellent customer service delivery at every customer
of Truth interface – point of contact with the customer- (Short lecture,
group exercise, case study and video presentation called making a
difference)
Relationship Building trust and a lasting relationship with customers
Management
Qualities of A Good Detailed analysis of the qualities, characteristics and habits of
Service Provider exceptional service providers (Short lecture, individual exercise and
class discussions)
Communicating With Learn to use good, frequent and clear communication to improve
Your Customers operational efficiency, identify customer needs, resolve conflicts,
develop trust and ensure customer satisfaction (Short lecture, role
play and class discussion)
Telephone Etiquette Practical tips on managing the moment of truth over the telephone
by delivering exceptional customer care (Short lecture and class
discussion)
Creative Problem Solving Smart steps and tips on solving problems (Short lecture and class
discussion)
The Difficult Customer: Tips on understanding and managing difficult customers.
Handling The Challenge Top 10 common mistakes employees make with customers and
steps to service recovery including tips on preventing the challenge
from escalating (Short lecture, role play, class discussion,
case study and group exercise)
Action Planning To guide each participant through developing action plans for their
personal service improvement
Most of these modules will incorporate self/organization evaluations, learning debriefing and
a variety of indoor games to stimulate participants to bond and apply newly learnt customer
service skills
SOME OF OUR PREVIOUS CUSTOMER SERVICE TRAINING CLIENTS
 CBN
 GTB
 PHCN
 Bank PHP
 SERVICOM
 World Bank
 Access Bank
 Hadey Limited
 HEIRS Insurance
 Equatorial Trust Bank
 Helios Towers Limited
 Cornerstone Insurance
 Bauchi sate government
 FSB (Now part of Fidelity Bank)
 Prudent Bank (now Skye Bank)
 Work Force Management Centre
 Premier Specialist Medical Center
 The Federal Ministry of Women Affairs
 Global Training Consulting Institute (GTC)
 NNB International Bank (Now part of Unity Bank)
 Raw Materials Research and Development Council (RMRDC)
 Devcom Bank and Equitorial Trust Bank (as part of their post consolidation exercise)
 Various Federal health institutions in Nigeria under a Nationwide DFID funded
programme
 Customer service and complaint handling (Nodal) officers of all Government Ministries
and Parastatals
FACULTY
This course will have one or two primary facilitators with extensive customer management,
customer service facilitation, training and coaching experience who will be assisted by an
assistant who will provide roaming individual support to participants.
PRICING
Our fees cover content development, delivery and training materials. Our rates are set at
industry competitive levels which enable us to provide the first class service which you are
entitled to expect from us on this training.
FACT SHEET
Total training cost computed for a minimum class size of 15 participants. Actual training cost
will be provided on confirmation of actual class size and training option.
Option 1: In-House Total Advance Balance

Expected Number of
Participants Per Class 15
Location, Snacks & Feeding To be provided by
Your Organization
Duration 3 days
Facilitators 1 or 2
Assistants 1 or 2
Development, Material & N30,000 Per N450,000 N315,000 N135,000
Facilitation Fees Participant (70%) (30%)
-
-
Under this option, your organization will be responsible for providing a suitable training
environment, refreshment and feeding for participants and facilitators
Fact Sheet
Option 2: At PSL Facility Total Advance Balance

Expected Number of
Participants Per Class 15
Location, snacks & Feeding To be provided by
PSL Consulting
Duration 3 days
Facilitators 1 or 2
Assistants 2
Development, Material & N42,000 Per N630,000 N441,000 N189,000
Facilitation Fees Participant (70%) (30%)
-
-
Your organization will be responsible for providing a suitable training environment, refreshment
and feeding for participants and facilitators
Kindly note that the amount stated above is exclusive of VAT
CONCLUSION
We look forward to supporting you further on your quest to build a dynamic service brand by
improving the levels of service and resulting satisfaction of your customers. We wish to use this
opportunity to restate our desire to partner with you on this quest.
We also wish to use this opportunity to reaffirm our promise of value and guarantee that the
services that will be provided to your organization will comply with the highest possible
international consulting/training standards.
It is our hope that this proposal meets your expectations and that arrangement for further
discussions or commencement of the training is communicated to us soonest.
Reliable Partner For Business Success And Growth
Corporate Office: Training Facility:  +2348033075755

Fax: +443308080010
9B, HFP Way, Dolphin Estate, Ikoyi Swiss House, Plot 9, Block A,
E-mail: info@pslconsult.com
P. O. Box 73016 Gbagada Industrial Scheme,
Website: www.pslconsult.com
Lagos, Nigeria. Beside UPS, Gbagada Expressway, Lagos.

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NOTHING STANDS OUT CLEARER BETWEEN COMPETING

FIRMS THAN THE QUALITY OF THEIR CUSTOMER SERVICE!

3-DAY COURSE + Free Customer Service Awareness Survey!

Businesses That Keep Their Customers Own The Future!

Our Customer FIRST training is designed to tackle:

Your Organization Is Only As Friendly As Your Most Unfriendly Employee!

 Enhanced market leadership capabilities

Group Work Methodology Case Study

Class Work Film Show

Multimedia – We include films and animated slides to keep interest high.

Proposed Training Modules

STAFF LEVEL FOCUS & LEARNING OBJECTIVE

What Is Customer To create an understanding of the nature, purpose and benefits of

Option 1: In-House Total Advance Balance

Option 2: At PSL Facility Total Advance Balance

Kindly note that the amount stated above is exclusive of VAT

Reliable Partner For Business Success And Growth

Corporate Office: Training Facility:  +2348033075755

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