Customer Service Excellence

PROGRAM :Customer Service Excellence - Bringing The Best In Your Service

Back to Customer Service Courses

INTRODUCTION

Quality customer service is the foundation upon which an organization’s success and profits are built. You may have an excellent product, well-qualified staff and the latest infrastructure to deliver it, but if your staff lack the proper customer service training, the client will gravitate towards your competitor. Having magnetic customer service means more than just implementing a variety of customer-care strategies. The customer service you provide must come from having an understanding of the diversity of customers and using that understanding to become more effective in managing your customers.

WHO SHOULD ATTEND?

Customer Service Executives, Customer Service Managers and Customer Service Personnel

OBJECTIVES

Develop a POSITIVE ATTITUDE within themselves and adopt a CUSTOMER SERVICE ATTITUDE
Always have a SENSE OF URGENCY on matters pertaining to customers
Be trained on how to be MORE FRIENDLY, COMPASSIONATE & CARING towards customers
Be trained on the DO’s and DONT’s when dealing with customers
Know what it takes to UPHOLD THE COMPANY’S IMAGE and to ACT IN THE INTEREST OF THE COMPANY

COURSE CONTENT

Laying the Foundation for Customer Service
Defining the role of customer service
Fostering Customer Service Attitude & Image
Setting Customer’s Expectations
- Product Knowledge – the need for it
- Who are your customers?
- Understanding their expectations and needs
- What Every Customer Wants To Hear
- Rights Of Customers
Communicating positively with Customers
- Grooming
- Body Language & Facial Expression
- Behaviour
- Using vocal effectively
- Magic Phrases
- Deadly Phrases
- Questioning tactfully
- Refusing or saying NO
Steps in Handling Complaints
Techniques to Handle Customers

Handling customers with an “Attitude”

Handling Irate Customers

Customer Relationship Management

What is CRM?

Value-Based Customer

Needs-Based Customer

Treat partners like partners.

Know what customers want -- "super service" and "perfect orders"

COURSE TRAINER

Ms Maria Rufina (Maria), has been committed to the arena of training and consultancy for the past nine years.

Her specialty in training is in navigating the course of her training materials right down to the implementation stage. “Strategies that work, solutions that matter, results that last” make up key words which define Maria’s dedication into her scope of work which concentrates her efforts into identifying and implementing effective solutions for organizations.

Her services in Performance Management ranges from training on Performance Appraisal & Performance Management for companies such as Goodway Rubber Industries, Murata Electronics, & Pembinaan Kekal Mewah, Sabah. Apart from training, Maria had also assisted several companies in the development of Performance Management System, Appraisals and Competencies.

COURSE FEES

In-House Course Fee :	Call 6016-216 1383 (Mr. Jimmy Ong) or Fill in Inhouse Request Form	Inhouse Course Request Form
Public Course fee:	To Be Advised	Public Course Registration
Date/s :	TBA (2 Days Program)
Time :	9am – 5 pm daily
Venue :	In House/Hotel/TNI Centre