Amazing Customer Service

Course Objectives

• State what customer service means in relation to all your customers, both internal and external
• Identify your customers’ needs & expectation
• Increase productivity, efficiency and effectiveness in providing amazing customer service to generate return business
• Provide outstanding customer service over the phone
• Dealing with difficult customers in a professional attitude

Target Audience

• Customer Care Consultant
• Executive level and above

Methodology

• On the spot coaching session for immediate feedback and improvement
• Group Discussion and presentation
• Interactive Session & role play
• Activities & video learning

Course Modules

• Module 1: The Opening Frame of Customer Service
• Module 2: Determining your Attitude for the outcome in Customer Service
• Module 3: Building Relationships with Customer in Any Walks of Life
• Module 4: Customer and Personality
• Module 5: Be Amazing by Going the Extra Mile!
• Module 6: Addressing and Managing Complaint
• Module 7: Telephone Etiquette in Conversation and Service
• Module 8: Face to Face Contact
• Module 9: Creative Problem Solving and Decision Making
• Module 10: Being Positive in Giving “No” As An Answer
• Module 11: Selling in Amazing Customer Service