Brilliant Customer Service : Go Extra Mile

RM800.00

Introduction

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organization therefore needs to know the principles of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence

Objective

  • Identify customer expectations systematically and respond to then to improve customer service
  • Handle complaints using a variety of strategies to minimise negatively and increase customer loyalty
  • Defuse uncomfortable interaction with customer and professionally respond to any problems as they
  • Avoid using toxic phrases that lead to confrontation with customer or reduce their loyalty
  • Adopt the right attitude when dealing with customers to increase their loyalty to your brand

Who Should Attend

This program is suitable for Managers, Executives and who want to understand what it takes to develop a service excellence culture within their organization

Methodology

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.

Module

  • CUSTOMER SERVICE PRINCIPLES
    • Why Customer Service?
    • Who Are Your Customers?
    • “Customer Service Gone Viral” Copyright Training DVD
  • HOW TO MANAGE CUSTOMER EXPECTATION?
    • What Is It That Customer Ultimately Want?
    • What Do Customers Expect To Get Now And In The Future?
    • What Do Customers Expect Before Or After Making A Purchase?
    • What Factors Influence Purchase Decisions And How To Take Advantage Of These Factors To Improve Customer Care?
  • HOW TO RESPOND TO COMPLAINTS?
    • Why Customers Complain?
    • What Are The Principles Of Handling Unhappy Customers?
    • How To Use Strategies To Directly Handle A Complaint?
    • How to Use Pre-Emptive Strategies to Minimize Customer Complaints?
  • HOW TO HANDLE ANGRY CUSTOMERS?
    • What Is the Real Reason behind a Customer’s Frustration and Anger?
    • What Can You Do To Address The Underlying Cause Of Anger?
  • WHAT NOT TO SAY?
    • Which Phrases Can Be Damaging To A Conversation When Serving A Customer And How To Avoid Them?
    • How to Sequence Your Sentences for Maximum Effect?
    • How to Encourage a Customer to Give You More Information by Using Correct Questioning Techniques?
    • How to Deliver a Soft “No”?
  • RIGHT ATTITUDE WHEN SERVING CUSTOMERS
    • What Is The Effect Of Correct Mentality And How To Avoid Having The Wrong Mentality?
    • How to Show You Understand the Customer and Care about Their Problems?
    • How to Create Loyal Customers?

Fee: RM 800 per pax


Loyalty Points: 800 Points


Duration: 1 Day


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

Trainer

Jocelyn Yap Po Poh
Biodata: Jocelyn is a certified trainer, coach and psychometric assessor. Her vast experience and knowledge spanned more than 20 years in the areas of strategic business planning, sales and marketing execution, operation management, leadership and staff development. She has provided trainings on Engaging Workplace (FISH! Philosophy), Communication, Time Management, Self Management for Personal Effectiveness and Emotional Intelligence, among others. The trainer is passionate about delivering training content using a hands-on approach and fun experiential activities. Jocelyn is known for her passion in inspiring people to learn with her dynamic presentation and facilitation style. Her forte lies in her ability to connect with people and bring out the best in them.

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