This program is ideal for those who have direct contact with customers in the field
Participants are to gain the learning points through experiential activities in this highly interactive training program.
MODULE 1 – THE 7C’s OF EFFECTIVE CUSTOMER SERVICE
MODULE 2 – THE 5 STAR PRICIPLES OF CUSTOMER EXPECTATION
MODULE 3 – CREATING RAPPORT
MODULE 4 – LANGUAGE PATTERN FOR EXCELLENT CUSTOMER SERVICE: THE NLP WAY
MODULE 5 – MANAGING CUSTOMER FEEDBACK
MODULE 6 – 7 TECHNIQUES ON MANAGING DIFFICULT CUSTOMERS
MODULE 7 – SECRECT TO SUSTAINABLE AND LOYAL CUSTOMERS
4.5
Trainer Bharati Suresh Chand graduated from USM with a degree in Bachelor of Pharmacy (Honours) with Minor in Management. Trainer Bharati has been a consultant pharmacist for the last 20 years. She was the Manager cum Pharmacist at Bayan Bay pharmacy. With her business and leadership skills, she succeeded in establishing her name as a competent community pharmacist and a successful entrepreneur. Her skills and services rendered to her customers earned her to be awarded the Best Community Pharmacist of year 2009.
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