The Magic Moment in Customer Service

Introduction

This 2 day workshop is designed to sharpen participants' skills and ability to provide excellent customer service as this would ensure competitiveness of them to compete in a world where technology and economy are constatnly changing.

Course Objectives

This training aimed at participants of all levels of customer service. By the end of this training, participants would be able to:

• Communicate better
• Be mindful of body language
• Be able to apply training at work

Key Content

Module 1

• Impressing people isn't as difficult as it looks
• Why customer servie is so important
• Effects of bad customer service

Module 2

• Rules of engagement in the field of customer service
• CSI - Customer Service Intelligence
• The right tool for the job

Module 3

• Dress to kill
• Connect with your customers on a human level
• Pick the approach depending on case and severity
• Keep doing it, no one is going to do it for you
• Always follow up in whatever situation

Module 4

• Don't tick off your customers by saying ''NO!''
• Don't break the glass by saying ''it's our policy''

Module 5

• Let's talk about WOW
• How can you WOW?
  • Never say NO
  • Go the distance
  • Keep them looped
  • Great CS happens everyday
• Going the extra mile
• Best practices, away with the old ones