EXCELLENT CUSTOMER SERVICE
2 days
Main Aims of the Programme:
- To provide participants with practical techniques on how to deal with various types of customers
- To assist customer service personnel understand and appreciate their role in enhancing organisation’s image as well as bottom-line
- To assist participants to develop powerful customer service skills and standards of customer service
- To assist participants to understand and handle difficult situations
- To assist and enable participants to be aware of their body language in customer service operations
- To develop effective and excellent telephone skills
At the end of the programme, participants will be able to:
- Understand what is customer service
- Learn to emphatise with customer’s needs and requirements
- Deal with complaints and difficult situations
- Apply effective Telephone Techniques towards creating excellent customer service
- Understand “Moments of Truth” in customer service
in a nutshell…..Excellent Customer Service covers: • Understanding the Customer
•
Face-to-Face communication skills, behaviour and body language
•
Handling difficult situations
• Moments of Truth in Customer ServiceSetting Quality Service Standards |
