soft skills online training provider

Service excellence

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.

Service excellence

Keep your customers satisfied

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

Improve

YOUR SERVICE QUALITY

Service excellence

TOPICS COVERED DURING THE PROGRAMME

01.Introduction to Service Excellence
  • Defining excellent customer service
  • Recognizing WOW brands and their features
  • Defining customer journey mapping
  • Improving your customer journey
02. 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
03. Communicating with your customers
  • The 3 Vs of communication
  • Active listening
  • Facial expressions and body language
  • Handling a complaint
04. 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
About This Training

Course overview

  • Gain more confidence in your customer handling skills
  • Communicate more effectively with your customers
  • Deal with stressful customer interactions, such as handling complaints
  • Individual and group exercises.
  • Demonstrations.
  • Role Plays.
  • Games.

This course is designed for staff who are new to a customer service role.

1-2 days.

Maximum size of 15.

Available on request.

  • Classroom.
  • Virtual.
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GOT A TEAM TO TRAIN?

If you have a team of employees to train, we specialise in developing customised programmes for all levels of seniority. Contact us for a free, no obligation consultation.

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soft skills online training provider

Plaza Office Tower 41 Floor
Jl. M. H. Thamrin Kav. 28-30 Jakarta 10350 Indonesia

+62(0)212302123

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