Customer Service Excellence is often taken for granted when it is the foundation of every business. This training equips the participants with both a broad understanding and also practical details to be able to deliver excellent service.
Meanwhile, one of the biggest challenge is how to manage upset customers, often described as “difficult”, which reflects a limited mindset, or bias. The right and higher way to resolve this is to understand their needs, address their concerns and communicate better, using more suitable approach based on the customers’ preference. Ultimately, happy customers are what keep the business and jobs running!
To communicate confidently, clearly and kindly with customers, especially when they are upset and angry
After completing the training, you should be able to:
Ice Breaker: Bingo
Building a Customer-focused Culture
5 Elements of Customer Service
Communication Skills:
Problem Solving Skills:
First Impression
Physical Spaces
Need for Higher EQ @ Work
The Golden Rule vs. The Platinum Rule
Assessment & Personalised Reports*
Reflect:
Efficiency Matters!
Barriers to Timely Service Deliveries
Speed Vs Accuracy
Time Management Skills
4-Step to Delivering Exceptional “Client Experience”
Plan:
Do:
Check:
Act:
Bonus: Customer Service Script!
Continuous Improvement
Action Plan
Evaluation
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Address:
Suite A-29-01 Vertical Business Suite Bangsar South,
No. 8, Jalan Kerinchi,
59200 Kuala Lumpur, Malaysia
Phone:
(+603) 2783 9602
Email:
[email protected]
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