Customer Delight Level 2

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 Customer-Delight-level-2-hrdf-trainings

Introduction:

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services. In a buyer’s market, customers call the shots. Customers are counting the pennies and looking for better value for money. To make you and your organization the preferred choice is to give your customers excellent customer service. Good customer service is as important today as the product or service itself. Poor customer service loses business: good customer service reaps the reward of repeat business. But better doesn’t necessarily mean cheaper. For many it means reliable, cost effective, well supported ‘service’. Delivering excellent customer service is a large part of that good quality that people are willing to pay for even during hard times.

Supervisors and officers today play an important role in the organization. They are the role models for employees. Employees observe their supervisors’ communication skills and customer service skills with others and, ultimately, learn to use the same techniques in their professional and personal relationships.

When customers receive poor customer service, they would think poorly of the organization. The key to successful customer service is to have knowledgeable and motivated supervisors and officers that have been well developed through effective Customer Delight– Level 2. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier.

Food for thought…

“Acquiring new customers can cost five (5) times more than satisfying and keeping your existing customers.”

How Will You Benefit

At the end of the training program, participants will be able to:

  • An insight of supervisory challenges and how to overcome these challenges
  • Interpersonal skills that help you to communicate, listen and handle conflicts
  • Become more effective at influencing others
  • Accomplish goals and control outcomes when dealing with staff, peers, management and otherdepartments
  • You would learn how to work with groups and teams to solve problems and accomplish projects
  • Hold performance discussions that result in changed behavior and enhanced productivity
  • Analyze your style of behavior and recognize your strengths/weaknesses

Who Should Attend

Supervisors and officers who wish to add vitality to their current supervisory skills and competencies.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations and discussions. Extensive use of Audio-visual-aids.

Module

  • ROLE OF THE SUPERVISOR / OFFICER
  • YOU, CUSTOMERS & SERVICE
  • MANAGING YOURSELF AND SHAPING YOUR ATTITUDE
  • EFFECTIVE COMMUNICATION SKILLS
  • MANAGING EMOTIONS WITH DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • CREATIVE PROBLEM SOLVING
  • USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE
  • THE ART & SKILLS OF PEOPLE MANAGEMENT
  • BECOMING A GREAT LEADER

RM2,600.00 RM1,100.00

Qty:

Fee: RM 1,100 per pax


Loyalty Points: 1100 Points


Duration: 2 Days


Note: In-house course is available. Request it HERE

 Customer-Delight-level-2-hrdf-trainings

Introduction:

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services. In a buyer’s market, customers call the shots. Customers are counting the pennies and looking for better value for money. To make you and your organization the preferred choice is to give your customers excellent customer service. Good customer service is as important today as the product or service itself. Poor customer service loses business: good customer service reaps the reward of repeat business. But better doesn’t necessarily mean cheaper. For many it means reliable, cost effective, well supported ‘service’. Delivering excellent customer service is a large part of that good quality that people are willing to pay for even during hard times.

Supervisors and officers today play an important role in the organization. They are the role models for employees. Employees observe their supervisors’ communication skills and customer service skills with others and, ultimately, learn to use the same techniques in their professional and personal relationships.

When customers receive poor customer service, they would think poorly of the organization. The key to successful customer service is to have knowledgeable and motivated supervisors and officers that have been well developed through effective Customer Delight– Level 2. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier.

Food for thought…

“Acquiring new customers can cost five (5) times more than satisfying and keeping your existing customers.”

How Will You Benefit

At the end of the training program, participants will be able to:

  • An insight of supervisory challenges and how to overcome these challenges
  • Interpersonal skills that help you to communicate, listen and handle conflicts
  • Become more effective at influencing others
  • Accomplish goals and control outcomes when dealing with staff, peers, management and otherdepartments
  • You would learn how to work with groups and teams to solve problems and accomplish projects
  • Hold performance discussions that result in changed behavior and enhanced productivity
  • Analyze your style of behavior and recognize your strengths/weaknesses

Who Should Attend

Supervisors and officers who wish to add vitality to their current supervisory skills and competencies.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations and discussions. Extensive use of Audio-visual-aids.

Module

  • ROLE OF THE SUPERVISOR / OFFICER
  • YOU, CUSTOMERS & SERVICE
  • MANAGING YOURSELF AND SHAPING YOUR ATTITUDE
  • EFFECTIVE COMMUNICATION SKILLS
  • MANAGING EMOTIONS WITH DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • CREATIVE PROBLEM SOLVING
  • USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE
  • THE ART & SKILLS OF PEOPLE MANAGEMENT
  • BECOMING A GREAT LEADER

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Renukka Kandiah
Biodata: Renukka Kandiah is a certified PSMB trainer who is trained to tackle subjects related to the Customer Service function. Her academic qualifications include a Bachelor's degree in Food Science and Technology, which led her to work in various companies in the financial and hospitality industries both locally and abroad. Being one of the pioneers in initiating customer satisfaction values and customer quality coaching, she was dedicated to provide training to professionals, such as hotel staff, college students, admin staff and call center agents. Renukka's dedication in improving the terms of quality service makes her an in- demand speaker for public talks related to mindset change, teamwork, personal effectiveness and sales performance. Her training programs are a combination of theoretical discussions and exponential learning.

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