Providing Customer Service well, whether it is internal or external contact, is vital for continued business success. Through Service Excellence Performance Programme, delegates will understand that internal customer service is just as critical as external customer service and also learn the ability to consistently create a good impression for yourself and your company. Managing a relationship requires that people are alert to changing needs, aware of difficulties as they arise and able to see issues that need resolving.

Date: - T.B.A. - Location: Armada Hotel, Petaling Jaya, Selangor Time: 9.00 am - 5.00 pm

To build a culture of excellence among the customer service personnel, we need to build the personnel involved in 3 areas;

• Attitude
• Knowledge
• Skills

Knowledge and skills without the attitude will result in having a team who know what and how to do, but will not do it. Where as a motivated and dedicated team will be wasted if not equipped with the correct knowledge and skills to do it.

Recognizing the need to build all the 3 aspects of the personnel development, Service Excellent Performance Programme is designed to take the participants through the concepts, knowledge, skills and the tools required to develop highly competent and dedicated team towards excellent customer service delivery.

This program will be conducted using a combination of lectures, simulation activities, group discussions, presentations, role-plays and case – studies.

COURSE OUTLINE

Defining Customer Service

• Understanding the basic rules
• What customers really want
• Understanding your customer

Managing Expectations

• Presenting your services as the solution
• To identify and managing changes
• Make the customer's life easier
• Giving undivided attention

Communication Skills for Excellent Customer Service

• The art of effective communication
• Communication styles
• Active listening
• The art of asking questions
• Body Language - self and company’s image

The Art of Handling People

• The statistics
• How to handle difficult customers

Telephone skills

• Setting standards

Problem Solving in Customer Service

• Identifying issues
• How to diagnose the root cause

OBJECTIVE

At the end of the program, participants will:-

• Know their roles and responsibilities as service quality providers and what it means in the organization.
• Know the causes of the causes of the customer’s expectation – perception gap and how to close these gaps.
• Understand the importance of taking ownership of their immediate environment.
• Know how to create instant “partnership” with the customers they are serving.
• Appreciate the importance of having a positive mindset in handling various service encounters.
• Understand the process of communication in delivering service quality.
• Know how to understand customers by applying active listening skills.
• Acquire the skills to handle challenging customers.
• Be able to create lasting impressions in closing customer encounters.

Download Registration Form :