Quality Customer Service

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