Creating A Customer Service Culture With A Psychological Difference

Course Objectives

• Tackle different types of customers by addressing their different personality types
• Eliminate interpersonal barriers and blockages using NLP’s psychological word-tools
• Overcome customer problems through an effective solution-based mindset and culture
• Handle difficult internal and external customers with professionalism and compassion

Target Audience

Service executives and managers, front-liners, QC staff, lab personnel, after-sales staff, call-center personnel, warehouse person-in-charge, technical and engineering employees and anyone who deals with internal and external customers at the workplace and all along the supply-chain.

Methodology

This program is unique because it is conducted via experiential learning. We do not use power-points but, instead, you learn through the interactive sharings by the trainer (30%), psychological activities (40%), group discussions (15%) and group presentations (15%).

Course Modules

Module 1: Do you really know your customers?
Module 2: Hitting a wall with your customers? Try words!
Module 3: Solution-based service is best!
Module 4: Turning difficult customers into dedicated customers