PROGRAM :Quality Customer Service
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INTRODUCTION
The Need For It
Emphasising on quality service is one of the most effective ways of getting ahead of competitors. An essential way to emphasise on the customer service is first identifying the customers and then their specific needs. This however would not be good enough to ensure repeat business. Most important of all, good relationship should be build at every opportunity that we get in coming face to face with the customer – and this is very often taken lightly and given less importance by many.
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METHODOLOGY
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Highly interactive and participative
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Workshop based, Role plays
WHO SHOULD ATTEND?
Customer Service Executives, Customer Service Managers and Customer Service Personnel
OBJECTIVES
At the end of this program, the participants will be able to:
- Understand their role and responsible as a customer service provider.
- Be able to practice skills and techniques which enhances customer satisfaction.
- Be able to handle irate customer and customer complaints professionally and objectively.
- Improve customer relations.
- Be convicted to provide good customer service via telephone as well as in person.
COURSE CONTENT
Quality in Customer Service
- What is quality
- Definition of Quality
- Components of Quality
- Quality Model
- Dimensions of Service Quality
- Elements Influencing Customer Care
Laying the Foundation for Customer Service
- The Need for Customer Service
- Defining the role of customer service
- Changes on the horizon to look out for
Developing Customer Service Attitude
- The Need for Continuous Quality Improvement
- Internal and External customer concept
– Identifying various customer type to interpret application models
- Rights of customers
- Responsibilities of the customer service employee
– Roles and task function
Handling Customer Complaints
- Enquiring / Probing – Include methodologies
- Putting yourself in customers’ shoes - Exercise
- Committing improvement actions - Techniques
- Following up on complaints – Methods
- Reassuring customers – Follow-ups
Focusing on What Customers Expect from you
- Meeting standards / specification
- Good human relations – Application Base
- Positive vibes via verbal and non-verbal communication
- The right image
– Inclusive of posture, Verbal tone and Body Language
- Saying “NO” in the right way
The Art of Making Difficult Customer Happy
- Why Do Customers Get Upset ? – Analysis and Case Study
- Handling Offensive & Irate Customers
- How to Deal with Complaints and Charge them into Complaints
Customer Service via Telephone
- Telephone technique and courtesies – Role Play
- Dos and Don’ts when handling customers over the
telephone
- Telemarketing Technique
Building Customer Focused Team
- Establishing customer service measures
- Giving feedback Do’s and Don’t of customer service team
Steps in Handling Complaints and Irate Customers
- Listening
- Probing
- Agreeing
- Empathizing
- Follow-Up
- Assuring
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 |