Customer Service Essential for Frontliners

What are our core values?

• How can we apply in what we in order ?
• How can we incorporate this criteria to achieve desirable performance?
• Realign success factors and values to reach the company’s strategy
• execute business objectives
• Reiterate processes in order to excel
• Establish CIP (Continuous Improvement Processes)

What are your key focus areas?

• Incorporate the KPI (Key Performance Index) to achieve “actual” results
• Identify the areas of improvement to attain KRA (Key Result Area) set by the organization
• Engage and cultivate the Customer service mindset in order to have a solid workforce with high integrity that delivers quality service effectively and efficiently.

Enforce the skills of the “Golden rule”

Outline 1: How can I effectively incorporate SMILE in the

• Smile
• Manage
• Influence
• Listen & Look
• Engage

Outline 2: How can communication skills make a first great impression?

• Great
• Respect
• Evaluate
• Adjust
• Thank

Outline 3: Enforce GREAT communication skills

• How to “seduce” your customer with exceptional customer services
• How to make an impact to your 10 seconds fame – “First impression makes a lasting impression”

Execute high CSI Customer Satisfaction Index

Customer satisfaction essential 1: Success factors to deliver customer satisfaction

• What are the vital
• Body Language and how to project
• Soft skills versus hard skills
• Empathize and clarify
• What actions can be taken to follow up

Customer satisfaction essential 2: Evaluate and set achievable measurement with SMART goals for continuous improvements

• Specific
• Measurable
• Achievable
• Realistic
• Timely

Customer essential 3: Promote customer loyalty

• Customer Experience has a major impact in your organization – Yay or Ney?
• Identify areas of improvement to sustain and maintain customers
• Ensuring optimum customer satisfaction is achieved to avoid customer retention

Customer essential 4: Resolve a conflict resolution

• Understand and observe behavioral pattern and personality type to better
• Is the Customer always right – myth or fact?
• Efficient service recovery strategy