Quality Customer Service

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Course Objectives

UUpon completion of this programme, participant will be able to:

  • Apply Quality principles in Customer Service
  • Mentally prepared & focused in handling customers
  • Create good first impressions & build rapport with customers
  • Manage Customer Experience

Understand the needs of customersSound confident and helpful.Use effective questioning to understand

  • customer expectations
  • Recognize barriers to the delivery of outstanding customer service.
  • Learn techniques for dealing with angry or upset customers.

Target Audience

Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers, and all those who need to handle customers.

Methodology

An interactive and practical approach incorporating group discussions/exercises, presentations, and role plays.

Course Modules

Module 1: Quality Leading the Way 

Module 2: Understanding Expectations

Module 3: Managing Yourself– Developing Service Mindset

Module 4: Managing Customer Experiences

Module 5: Recovering when Things Go Wrong

Module 6 : Improvement Strategy

Get To Know The Trainer

Trainer Sathiesh

 4.5

Sathiesh has extensive 17 years of working experience in the Telecommunication and Semiconductor / Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Later, he took up the role as a Corporate Trainer and has been exposed to overseas training such as Managing Customers’ Complaints & Recovery Process in Sweden and Subscription Handling for Call Center as well as Call Center Service Overview in Spain. He is also a certified PSMB trainer.

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COURSE INCLUDES

COURSE BENEFITS

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RM0/DAY

*T&C Applies

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