Customer care course for BPC

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Customer Care Training
Conducted by Royal Institute of Management for Bhutan Power Corporation
(8 to 12 April, 2019)

 I           COURSE DESCRIPTION AND OVERVIEW

Bhutan Power Corporation (BPC), with a view to increasing the quality of services it provides, desires to enhance the capability of its front desk staff, particularly those working in call centers, billing counters and cash counters in the Electricity Services Division. In this context, this custom made course facilitates participants to:

  • expand their knowledge of customer service and its significance
  • identify and practice critical customer service skills
  • develop a customer-oriented mindset

II          LEARNING OUTCOMES

At the end of the course participants will be able to demonstrate increased competency in:

Customer orientation Understanding the needs and expectations of both internal and external customers

Capacity to deliver consistently high standards of service, even for difficult customers and in difficult situations

Problem-solving skills, organisational knowledge and personal willingness to help solve customers’ problems

Balancing priorities from a customer-oriented mindset

Communication Ability to give and receive information in ways that work for others

Communicating clearly and persuasively, making others feel valued in different service situations

Interpersonal relationships Establishing and maintaining positive and productive work relationships

Understanding, avoiding and/or managing conflict, and helping others do the same

Contributing to a personally and emotionally safe work environment

Quality orientation  Demonstrating a commitment to improving the reliability, effectiveness, timeliness and value of customer service

Planning to deliver and maintain services of a consistently high standard

III         KEY THEMES COVERED

The following key themes will be covered during the training course:

  • Customers and customer service – core concepts (Essentials of Service Concept)
  • Communicating well with regular customers in regular situations (Core skills for quality service delivery)
  • Communicating well with difficult customers in difficult situations (Working in difficult customer situations)
  • Caring for yourself while caring for others (Fostering Inter-personal relationships)
  • Organisational, social and emotional health from a customer-oriented mindset (Creating and sustaining service standards)

IV         TARGET PARTICIPANTS

This training has been designed for the staff of Bhutan Power Corporation who work in call centers, billing counters and cash counters in the Electricity Services Division aligning with their organisational competency framework.

V          DELIVERY METHOD

The course will be delivered using a workshop style which will comprise primarily of interactive sessions that includes individual and syndicate exercises, short lectures and plenary sessions. In the process participants shall have opportunity to learn through group discussions, analysis of best practice cases and applications of knowledge and skills thus learned in their organisational context.

VI         EVALUATION PROCEDURE AND AWARD

Course participants will work together in syndicates through the course and they will be required to respond to key questions, case studies, and develop action plans of relevance to their work context. The facilitator will assess formal presentations from the syndicates.

At the end of the course, participants will be awarded a Certificate of Participation signed by the course convenor and the Director of the Institute.

VII        TEXTS AND OTHER LEARNING MATERIALS

All necessary learning materials will be provided by the facilitators during the course of training.

VIII       VENUE

The training will be conducted in the Seminar Hall #104 at the Royal Institute of Management, Semtokha

IX         DATE AND DURATION

The training will be conducted for five days from 8 to 12 April, 2019. The daily sessions starts at 9:30 am and end at 5:00 pm.

X          ADMINISTRATIVE SUPPORT

All participants to this training will be provided with necessary training materials. They will also be provided with working meals and snacks for the duration of the course.  Transportation to and from the training venue and accommodation will be the responsibility of the participants if not arranged by the parent organisations. All applicable entitlements including TA/DSA will be borne by Bhutan Power Corporation.

XI         CONTACT PERSONS

  1. Royal Institute of Management
    Karma Yangzom
    Phone: 351013/351014/351255 extension 154
  2. Bhutan Power Corporation
    Tshering Choden
    Programme Manager
    Civil Society Organisation Authority, Thimphu
    Phone: 17333084