Excellent Customer Service

Course Code: PR25

Course Objective

  • Recognize a diverse range of customers, their needs and expectations
  • Understand the Benefits of Understanding the Customer’s Expectations
  • Why customer service is so important
  • Service excellent for customer satisfaction
  • Identify customer needs, apply effective communication techniques and understand the types of services behaviors that truly make an exceptional difference to the customer
  • Use engaging skills vital in building and strengthening relationship with customers and build customer loyalty
  • Learn how to handle challenging situations and diversity
  • Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

 

Target Audience

  • Customer Service Stuff and Superviors
  • Customer Relationship Managers

 

Course Outline

Day 1

  • Introduction
  • Establish Expectations
  • Learning Objectives
  • Service excellent for customer satisfaction
  • Your Personal Experience as a Customer
  • Vision Statement of a Company
  • Mission of a Company
  • Why Customer Service is so Important
  • Handle Challenging Situations and Diversity

Day 2

  • Pillars of Service Excellence
  • Moment of Truth
  • Internal and External Customers
  • Identify Customer Needs
  • Service Mindset
  • Positive Mindset for Service Excellence
  • Treat Your Customers like Boss
  • Changing Negative Attitude to Positive Attitude
  • Develop the Service Champ
  • Listening for Dollars

Day 3

  • What Customers Really Expect
  • Effective Communication Techniques
  • Mind Your Language
  • Understand Your Customer with Empathy
  • Right Words to Use for an Angry Customer
  • Understand the types of Services Behaviors
  • Types of Service Behaviors
  • Understand why Customer Behaviors
  • Complaints are Good News
  • Make Exceptional Difference to Customer

Day 4

  • Dealing with Customer Complaints
  • Techniques to Manage Complaints
  • Steps in Managing Complaint ‘Head-on’
  • Increase Customer Satisfaction
  • Doing the Extra Miles
  • Enlighten Your Customers
  • Build Customer Loyalty

Day 5

  • Connect with Customers Effectively
  • Building Rapport
  • Sense of Immediacy
  • Reassurance
  • Transfer Excellent Customer Service to Workplace
  • Learning Review
  • Personal Action Plan


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Date & Location

Date : 14 April 2019

Duration : 5 days

Place : Kuala Lumpur

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Date : 18 August 2019

Duration : 5 days

Place : Istanbul

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