Generating Excellent Customer Service for Back Office and Front Office

Course Objectives

Identify self-potential and become more proactive at the workplace

• Understand your role and responsibilities as a customer service provider
• To develop a range of customer service excellence skills
• Be able to practice skills and techniques which enhances customer satisfaction
• Be able to handle irate customer and customer complaints professionally and objectively
• To identify the service performance gap and the courses of action to be taken for improvement
• Understand why CHANGE is crucial towards continuous improvement.
• Apply effective methods of self-motivation.

Target Audience

Executives, Supervisors, Field Engineer/Technician, Front Desk, Sales and Customer Service personnel, Sales Promoters, Cashers and employees who are in constant contact with customers.

Methodology

The methodology used includes a combination of interactive lectures : 50%, group discussion, activities, exercises, presentations, video reviews, and role-play: 50%

Course Modules

Module 1 – Right Attitude Towards Organization For Better Future
Module 2 – Excellent Customer Service Philosophy
Module 3 – Assessing The Internal & External Customer
Module 4 – Managing Customer Expectation Gaps
Module 5 – Professional Image & Communication That Wins Customers
Module 6 – Key Elements In Delivering Customer Service Excellence Through The telephone
Module 7 – How To Handle Difficult Customers And Complaints
Module 8 – Success and Self-Motivation