Service Excellence

Rp7,500,000Rp11,400,000

Would you like to develop your customer handling skills so that you are able to exceed your customers’ expectations? If so, this thought-provoking and interactive workshop will give you the skills that you need. The workshop is suitable for those who deal with internal or external customers.

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SKU: 20-1-1-5-1 Category:

Description

 

SERVICE EXCELLENCE TRAINING

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

By the end of this course, participants will be able to:

  • Gain more confidence in your customer handling skills
  • Communicate more effectively with your customers
  • Deal with stressful customer interactions, such as handling complaints

 

WHAT WILL YOU LEARN

INTRODUCTION TO SERVICE EXCELLENCE

  • Defining excellent customer service
  • Recognizing WOW brands and their features
  • Defining customer journey mapping
  • Improving your customer journey

 

CONSISTENT CUSTOMER SERVICE

  • Your organisation’s mission and values
  • Your customer’s needs and expectations
  • Consequences of dissatisfied customers
  • Common complaints and appropriate service recovery

 

COMMUNICATING WITH YOUR CUSTOMERS

  • The 3 Vs of communication
  • Active listening
  • Facial expressions and body language
  • Handling a complaint

 

CUSTOMER SERVICE LANGUAGE AND STRESS

  • Techniques to deal with stressful customer interactions
  • Appropriate customer service language
  • Saying “no” in a friendly way
  • Challenging customer interactions