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.
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
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
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.
REQUEST YOUR QUOTATION
Receive a no obligation proposal for training your team. Discover the full range of training options and courses available.
PROGRAMMES COMPLETED
Follow us
GET OUR LATEST NEWS AND FREE TRAINING RESOURCES
Be the first to receive our latest news, offers and resources.
Plaza Office Tower 41 Floor
Jl. M. H. Thamrin Kav. 28-30 Jakarta 10350 Indonesia
+62(0)212302123
Newsletter
Want to receive our latest free videos, articles and offers? Subscribe to our Newsletter here.
