Delivering a Five-Star Customer Service Experience

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Course Objectives

  • Apply the essential principles of customer services to anyone who wants your ‘output’
  • Ask effective questions from customers to get results
  • Use empathy to maintain rapport with customers
  • Professionally respond to a customer’s demands & requests while maintaining rapport
  • Sequence your sentences effectively to get maximum results
  • Handle phone conversations professionally
  • Read and interpret body language signals and use them to enhance your communication skills
  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise
  • Apply the essential principles of customer services to anyone who wants your ‘output’
  • Ask effective questions from customers to get results
  • Use empathy to maintain rapport with customers
  • Professionally respond to a customer’s demands & requests while maintaining rapport
  • Sequence your sentences effectively to get maximum results
  • Handle phone conversations professionally
  • Read and interpret body language signals and use them to enhance your communication skills
  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise
  • Apply the essential principles of customer services to anyone who wants your ‘output’
  • Ask effective questions from customers to get results
  • Use empathy to maintain rapport with customers
  • Professionally respond to a customer’s demands & requests while maintaining rapport
  • Sequence your sentences effectively to get maximum results
  • Handle phone conversations professionally
  • Read and interpret body language signals and use them to enhance your communication skills
  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

Target Audience

Customer Service Representatives, Sales Representatives, Front Office Staff, Technical and Support Personnel, Field Service Representatives, Account Managers, Credit and Billing Specialists, Small Business Owners, Managers who want Customer Service Training.

Methodology

Lecture, Individual & Group Activity, Feedback Sessions, Discussions, Demonstration, Business Games, Role Plays.

Course Modules

Module 1: Customer Service Principles
Module 2: Getting Information
Module 3: Empathy
Module 4: Customer Service Scenarios
Module 5: SEQUENCING SENTENCES
Module 6: TELEPHONE SKILLS
Module 7: BODY LANGUAGE
Module 8: HANDLING COMPLAINTS
Module 9: Keeping Calm

Get To Know The Trainer

Trainer Vigneswaran

 4.5

Mr Vigneswaran has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDF Trainer. In 2021, he was awarded the Certified Blockchain Expert by the prestigious Blockhain-Council (USA), Inbound Marketing Certified and Social Media Certified in Applying Inbound Social Media...

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COURSE INCLUDES

COURSE BENEFITS

ALL IN FROM ONLY

RM2,400/DAY

RRP RM3,430/DAY   SAVE RM1,030

*T&C Applies

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