The STAR Principle Towards Effective Customer Service

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Course Objectives

  • Apply customer service fundamentals to role on campus
  • Explain the importance of a positive attitude in delivering good customer service
  • Identify barriers to providing high quality customer service
  • Apply techniques for dealing with angry or upset customers
  • Understand and identify different behavioral styles and adapt as necessary
  • Successful understanding will be demonstrated through correct completion of case studies and role play
  • Illustrate the S.T.A.R. principles in customer service
  • Rephrase blunt communication for better results
  • Develop an action plan to improve customer service skills

Target Audience

This program is suitable for staff who need to communicate in a confident, efficient and friendly manner to their unique set of customers and who want to learn ways to improve customer service for students and parents.

Methodology

This stimulating program will maximize the understanding and learning through diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles. Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions.

Course Modules

  • MODULE 1 – WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
  • MODULE 2 – BUILDING A HEALTHY CULTURE IN SERVICE
  • MODULE 3 – THE S.T.A.R. PRINCIPLES IN CUSTOMER SERVICE
  • MODULE 4 – DELIVERING NO AND OTHER BAD NEWS
  • MODULE 5 –EXCELLENCE IN COMMUNICATION II
  • MODULES 6 – USING QUESTIONS TO REACH OUT
  • MODULE 7 –SHARING DIFFICULT CUSTOMER SITUATIONS
  • MODULE 8 – MANAGE EQ TO BUILD INTERPERSONAL EFFICIENCY
  • MODULE 9 – PERSONAL ACTION PLAN

Get To Know The Trainer

Trainer Anita

 4.5

Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.

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FREE QUOTATION!

COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client`s place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM1,999/DAY

RRP RM2,860/DAY   SAVE RM861

*T&C Applies

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