This course is particularly suitable for front line staff, including customer service and call center personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.
Competency-based-learning (CBL) encompassing lectures, group discussion & presentation, demonstrations / role plays, real life experiences, sharing of best practices and discussions. Extensive use of Audio-visual-aids.
Module 1: You and Customer Service
Module 2: Understanding your customers.
Module 3: Complaints / Feedback
Module 4: Service Recovery
Module 5: Communicating with complainant
Module 6: Handling Cmplaints
Module 7: What’s next?
4.5
Renukka has an extensive work experience of 20 years. She carries a wide-ranging experience of 6 years in hotel industry (having worked with 5-star hotel – The Westin Singapore / Swissotel the Stamford / The Westin KL / Doubletree by Hilton), 4 years in banking industry (HSBC UK call centre / Hong Leong Bank) and 10 years in education and training industry (Taylor’s College / Taylor’s University / Training provider).
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THIS PUBLIC COURSE INCLUDES
*T&C Applies
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