Branded Customer Service: The DNA of Service Excellence

RM1,200.00

Introduction

Customer Service is key to success of any company. Gain an insight into how to differentiate through service to gain the competitive edge! Learn to look though the eyes of the only people who get to decide how good your service is – ‘The Customer’ – and how to make it noticeably, measurably better across the board.

Objective

Upon completion of this program, the participants will be able to :

  • Differentiate your organization from the rest, to gain a competitive advantage
  • Increase your DNA service brand recognition
  • Be a self-appointed brand ambassador
  • Retain customers loyalty by having positive relationships with them
  • Give the value proposition – value for money from the client’s perspective
  • Create a pleasant and friendly service environment
  • Empower self and others to be ‘Service Angels’ to increase service team productivity
  • Improve communication with customers leading to better understanding

Who Should Attend

This program is a must buy-in for managers, executives, front-line staff who are in contact with customers, and having a desire to raise their organizational service level to a summit high!

Level for Front-line and above

Methodology

Participative and practical – Emphasizing learning through experience, both from structured activities: role plays, group exercises, video screening, case studies, and exploratory discussions.

Module

  • LINKING THE WORLD OF BRANDING TO CUSTOMER SERVICE
    • The Norm Customer Service Is Not Enough Anymore
    • Road Map To Branded Customer Service
  • THE DNA OF SERVICE EXCELLENCE: IGNITE ON-BRAND SERVICE INTO YOUR ORGANIZATION
    • Define Your Service Brand DNA
    • Brand Power Tools: What Are Your Tools?
    • How To Get Your ‘Brand’ Supported From Within
    • How to ‘BRAND SING’? To Ensure Brand Resonance
    • Frontline Role: The Window To The Service Soul
  • CUSTOMER SERVICE RECOVERY TOOLBOX
    • Removing Negative Emotions From Problem Solving
    • Egos, Emotions, And Attitudes
    • Listening Non-Defensively
    • Generate Possible Solutions To Problem Solving
    • Ask For Customer’s Ideas
    • Suggest Options To Resolve Customer’s Complaints
    • How To Agree On The Best Course Of Action
  • FOLLOW-UP ON CUSTOMERS’ COMPLAINTS
    • Remove The Cause Of The Problem
    • Take Corrective Action
    • Confirm If Customer Is Satisfied With Resolution
    • Opportunities Are Created By Choice Not Chance

Fee: RM 1200 per pax


Loyalty Points: 1200 Points


Duration: 2 Days


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

Trainer

Julia Lai Abdullah
Biodata: Julia is an experienced development & training specialist for over 22 years – with years of experience and exposure in industries such as adult education, hospitality, retailing, manufacturing, banking & finance, insurance and customer service. She influences and spearheads learning in every class participant. Her excellent communication skill, easy-going and motivational style has helped, energized and motivated participants to learn and apply. Julia’s sessions capture the importance – and the art – of believing in self and our abilities to surpass our potential. Her trainings cover People Management, Personal Effectiveness, Grooming and Etiquette, Problem Solving and Decision Making, Customer Relationship Management and the English Language, among others

Reviews

There are no reviews yet.

Be the first to review “Branded Customer Service: The DNA of Service Excellence”