Customer Service Excellence – Everyone is a Customer Service Personnel

Course Objectives

• to understand their role and responsibility as a Customer Service Personnel;
• to identify the skills/traits needed to be planted in a Customer Service Personnel;
• to identify how everyone in an organization can contribute to the excellency of customer service at their workplace;
• to understand that customer service excellency does not apply only at workplace but also everywhere they are.

Target Audience

Customer Service Personnel, and those who find this programme beneficial to their role.

Methodology

• Individual and Group activities
• Individual and group discussions
• Video/Movie learning
• Brainstorming
• Stimulation through games and quizzes
• Case Studies

Course Modules

Module 1: Overview
Module 2: Skills, Traits and Enhancement (Physical + Telephone)
Module 3: Managing Difficult Counterparts
Module 4: Why ‘Everyone is a Customer Service Personnel?”