Being a Professional you – Excellent Customer Service

Course Objectives

Upon completion of this program, participants will be able to:

– To understand and apply the fundamentals of back to the basics of Customer Service cultures, values and standards,

– To improve and provide better quality of service to exceed customer’s expectation

– Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients

– Understand the importance of customer’s feedback / complaint

– Handle complaints with confidence and efficiency.

Target Audience

All staffs who needs to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers, and is suited to those on switchboard or reception, in customer service, call centers and help desks, and those in a team secretary role.

Methodology

The training workshop will use a range of interactive activities – group and individual exercises, role plays and discussions. There will also be formal inputs of theory and models. The aim is to provide a focus for action that will maximize learning.

“Experiential Learning” method is used and is geared towards effective application of what has been learned in order to maximize the value of the program to both the individual participant and his/her organization.

Course Modules

MODULE 1 – UNDERSTANDING CUSTOMER SERVICE

MODULE 2 – CREATING SERVICE EXCELLENCE MINDSET

MODULE 3 – CUSTOMERS, YOUR GREATEST ASSET

MODULE 4 – SERVING CUSTOMER THROUGH EFFECTIVE COMMUNICATION

MODULE 5 – THE GOOD, THE BAD AND THE UGLY – DEALING WITH DIFFICULT CUSTOMERS

MODULE 6 – USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE

MODULE 7 – SKILLS OF HANDLING COMPLAINTS

MODULE 8 – THE CLINIC: WHAT WE CAN DO BETTER