Advanced Service excellence
Would you like to reflect more deeply on what you do and how you do it? Would you like to learn new ways to consistently exceed your customer’s expectations? If so, this challenging and highly practical workshop has the answers. The workshop focuses on the theory and skills needed to consistently deliver service excellence for both external and internal customers.
GO ABOVE AND BEYOND
Providing quality customer service makes clients happy – which can result in recommendations and referrals to their colleagues, friends and other connections. This helps build up a business or operation’s reputation, which can ultimately lead to more profits
TOPICS COVERED DURING THE PROGRAMME
01.Introduction to service excellence
- Defining the customer experience at you organization
- Identifying barriers to achieving service excellence
- Defining and mapping customer service experience
- Analyzing and enhancing your customer experience
02. Communicating with your customers
- Reviewing the 3Vs of communication
- Developing rapport through facial expressions and body language
- Using your voice to create a connection
- Defuse any potential conflict with you customers
03. Advanced customer handling techniques
- Pacifying angry customers
- Using positive words to win customers
- Discovering how to show empathy effectively
- Selling the A.P.P.L.E way
04. Delight your customers
- Focusing on your colleagues
- Elevating your emails
- Showing your qualities
- Devising creative solutions to routine problems
Course overview
- Consistently exceed your customer’s expectations
- Think of new ways to respond to routine situations
- Provide a model of best practices for less experienced colleagues
- Individual and group exercises.
- Demonstrations.
- Role Plays.
- Games.
Any front-line employees with several years of customer services experience
1-2 days.
Maximum size of 15.
Available on request.
- Classroom.
- Virtual.
REQUEST YOUR QUOTATION
Receive a no obligation proposal for training your team. Discover the full range of training options and courses available.
PROGRAMMES COMPLETED
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Plaza Office Tower 41 Floor
Jl. M. H. Thamrin Kav. 28-30 Jakarta 10350 Indonesia
+62(0)212302123
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