Mastering Excellent Customer Service Skills & Managing Difficult Customers

Course Objectives

• Understand the importance of excellent after sales customer service
• Master the skills to putting customers at ease
• Build trust and relationship with customers
• Help to identify customers’ needs
• Apply effective after sales service skills
• Solve challenging service issues and problems
• Invite customers back
• Build long term relationship and customer loyalty
• Help the company achieve the prestigious image of a service oriented organization
• Master professional communication skills
• Learn effective presentation skills
• Learn practical and grooming skills
• Managing difficult customers KEY

Target Audience

This program is suitable for Executive or NON-Executive level of employees that need to deal with customers

Methodology

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.

Course Modules

• Module 1 – Greet Customer
• Module 2 – Value Your Customers
• Module 3 – Ask How to Help Customers
• Module 4 – Listening & Handling Difficult Customers
• Module 5 – Helping Customers & Managing Complaints
• Module 6 – Inviting Customers Back
• Module 7 – Creating a System of Customer Satisfaction at Service Centre