Customer Service Excellence is crucial to ensure customers are properly served and feel comfortable, satisfied and deservingly treated
It is vital to practice Customer Service Excellence in order to create a positive and friendly environment for all customers to have a nice, happy and memorable experience while having their needs met.
The objectives of this training are to establish excellent customer care culture; develop good working attitudes and personal etiquettes, effective telephone techniques, and to improve communications with internal and external customers.
Serving Customers With A Smile, Warmth And Pride
Program Outline
Module 1
LEADERSHIP STYLE AND MANAGING PEOPLE
- Trust and leadership - understanding the relationship.
- Establishing rapport – depth and frequency.
- Understanding the principles of leadership in a team.
- Staff management / coaching & Supervision skills
Module 2
THE POWER OF TEAMWORK
- Why is teamwork a must ?
- How to show interest in your members and motivate them.
- Synergy of ideas, skills, expertise and commitment.
Module 3
EMOTIONAL INTELLIGENCE
- Managing personal problems at home and at work.
- Managing the emotions of difficult customers.
- How to coach others.
- How to manage your team’s emotion.
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Module 4
CUSTOMER SERVICE EXCELLENCE
- Excellent Customer Service – Your personal choice.
- Benefits of Quality Customer Service to you and your organization.
- Positive Work Attitude and Culture.
- Understanding four(4) different types of customers.
- Understanding customers’ behaviour, needs and expectations.
Module 5
HANDLING UNHAPPY CUSTOMERS
- Serving your customers right the first time.
- Turning dissatisfied customers into loyal and happy customers.
- Handling angry, awkward and unreasonable customers.
- Working on customers’ feedback and evaluation.
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