Service Mindset @ Work

Course Objectives

• Apply Quality principles in Customer Service
• Mentally prepared & focused in handling customers
• Create good first impressions & build rapport with customers
• Manage Customer Experience
• Understand the needs of customers
• Sound confident and helpful
• Use effective questioning to understand customer expectations
• Recognize barriers to the delivery of outstanding customer service
• Learn techniques for dealing with angry or upset customers

Target Audience

This program is a must buy-in for Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers and all those who need to handle customers.

Methodology

An interactive and practical approach incorporating group discussion/exercises, presentations and roleplay

Course Modules

• Module 1 – Quality Leading The Way
• Module 2 – Understanding Expectations
• Module 3 – Managing Yourself– Developing Service Mindset
• Module 4 – Managing Customer Experiences
• Module 5 – Recovering When Things Go Wrong
• Module 6 – Improvement Strategy