Distressed Customer Engagement

Course Objectives

• Understand the fundamentals of service excellence and what must be done to live it
• Identify qualities of excellent customer service which leads to perfect customer experience
• Realise the quality of service is the key for repeat customers
• Understand that every staff member is important, and everyone makes a difference
• Enhance service communication skills
• Achieve customer satisfaction that surpasses customers’ expectations
• Receive praiseworthy feedback on brand and service excellence

Target Audience

This training program is ideal for all employees employed in the roles that require direct customer interaction with both internal and external customers and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job namely customer services representatives, supervisors, managers, marketing and sales personnel, employees in the customer service and customer care industries. 

Methodology

This transformative program inculcates into each participant through interactive learning activities, experiential management games, practical examples, real-life testimonies, role-playing, viewing of relevant videos and real-time coaching in a fun yet focused environment.  This program is specifically designed to engage, equip and inspire personnel to take their delivery service to the next escalatory level. It also covers the effects of power posturing in verbal communication and the inner qualities for interpersonal interaction based on the principles of personal and professional integrity.

Course Modules

• Module1: What Describes Good And Bad Customer Service?

• Module 2: Establishing a SMILE Campaign

• Module 3: Understanding Common Customer Expectations

• Module 4: Understanding Service Promise

• Module 5: Customer Experience – A Crucial Journey

• Module 6: What Is Service Communication? How Does It Improve Brand Offering?

• Module 7: Critical Customer Service Killers

• Module 8: Understanding Strategic Steps to Improve Customer Satisfaction via Customer Satisfaction Drivers

• Module 9: Complaint Resolution Strategy: Proficient Complaint Handling Skills

• Module 10: Customer Behavior – Influenced by Various Factors

• Module 11: Rewards for Excellent Customer Service

• Module 12: Personal Action Plan