Fortify Your Customer Service Mindset

Course Objectives

Define the principles of customer service in general context
 Describe customers’ wants and needs
 Apply appropriate behavior and construct words towards excellent customer service
 Develop professional image to create trust to gain respect, in order to sustain customer
loyalty
 Justify methods to manage challenging customer in order to deliver their expectation

Target Audience

This program is designed for everyone who comes contact with people and also to improve the
soft skills element of every individual in managing people in their daily life.

Methodology

 Lecture
 Slides
 Training manual
 Group discussion
 Experiential activities
 Presentation

Course Modules

Module 1: Who We Are (WWA) and What We Do (WWD)
Module 2: Seven (7) Key Conducts to Achieve Excellent Customer Service
Module 3: Take Responsibilities In Providing Customer Experience (TRIP)
Module 4: Managing Challenging Customer