Delightful Customer Service

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 Delightful-Customer-Service-hrdf-trainings

Introduction:

This workshop is designed to help improve the quality of customer service. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. In order to provide what they want, we need to determine their perspective. For this, we need to follow a pre-determined flow which involves a healthy combination of strategic probing, active listening, empathy, articulate speaking, knowledgable solutions offering, and the ability to maintain a fruitful conversation in order to provide a PLEASE-ant service experience.

How Will You Benefit

With this programme participants will be able to conduct the following objectives:

  • Understand the elements of successful customer communication and improve skills in this area
  • Structure customer contact more effectively
  • Improve questioning and listening skills
  • Identify customer’s real issues and match with appropriate solutions
  • Build better relationships with customers using empathy
  • Recognize each customer’s unique personality and tailor dialogue accordingly
  • Identify their own stress triggers and develop action plans to overcome them
  • Learn how their own body language can improve communication with customers
  • Understand the importance and impact of the telephone as a service tool

Who Should Attend

  • Customer Service Executives
  • Customer Service Team Leaders
  • Internal customer service trainers
  • Front desk / Front office assistants and supervisors
  • Receptionists and Secretaries

Methodology

This is an interactive training programme, whereby participants are to gain the learning points through presentation, case study and workshop exercises.

Module

  • ACTIVE LISTENING
  • EMPATHY
  • PROFESSIONAL SPEAKING
  • PROBING SKILLS
  • SERVICE DIALOGUE / SCRIPT DEVELOPMENT
  • HANDLING COMPLAINTS /DE-FUSING ANGRY CUSTOMERS
  • DEVELOPING 2-WAY COMMUNICATION
  • SAYING “NO” WITHOUT SAYING “NO”
  • ROLE PLAY SESSIONS
Qty:
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If you purchase this product you will earn 2200 Points!

Fee: RM 2,200 per pax


Loyalty Points: 2200 Points


Duration: 2 Days


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

 Delightful-Customer-Service-hrdf-trainings

Introduction:

This workshop is designed to help improve the quality of customer service. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. In order to provide what they want, we need to determine their perspective. For this, we need to follow a pre-determined flow which involves a healthy combination of strategic probing, active listening, empathy, articulate speaking, knowledgable solutions offering, and the ability to maintain a fruitful conversation in order to provide a PLEASE-ant service experience.

How Will You Benefit

With this programme participants will be able to conduct the following objectives:

  • Understand the elements of successful customer communication and improve skills in this area
  • Structure customer contact more effectively
  • Improve questioning and listening skills
  • Identify customer’s real issues and match with appropriate solutions
  • Build better relationships with customers using empathy
  • Recognize each customer’s unique personality and tailor dialogue accordingly
  • Identify their own stress triggers and develop action plans to overcome them
  • Learn how their own body language can improve communication with customers
  • Understand the importance and impact of the telephone as a service tool

Who Should Attend

  • Customer Service Executives
  • Customer Service Team Leaders
  • Internal customer service trainers
  • Front desk / Front office assistants and supervisors
  • Receptionists and Secretaries

Methodology

This is an interactive training programme, whereby participants are to gain the learning points through presentation, case study and workshop exercises.

Module

  • ACTIVE LISTENING
  • EMPATHY
  • PROFESSIONAL SPEAKING
  • PROBING SKILLS
  • SERVICE DIALOGUE / SCRIPT DEVELOPMENT
  • HANDLING COMPLAINTS /DE-FUSING ANGRY CUSTOMERS
  • DEVELOPING 2-WAY COMMUNICATION
  • SAYING “NO” WITHOUT SAYING “NO”
  • ROLE PLAY SESSIONS

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Shahrukh Moghal
Biodata: He has over 18 years of experience in Telesales, Tele-Service and Tele-debt collection training for various products and services. Shahrukh believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure. The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a telesales agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within customer service teams in a multitude of industries including Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more. This experience as a customer service trainer has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE!™ Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate.

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