Description

Achieving Excellence In Customer Service

Course Duration: 2 Days

Introduction

''The world will know the excellence of an organization through only one thing: the excellence of customer service'' - Alang-

Excellence in an organization is usually measured by one thing - customer service. At the age of technological advances and globalization, customer service is of the essence that shapes the image of an organization. In this workshop, participants will go through a journey that will shape them in becoming an excellence employee in servicing their client. Mixing in fun and activities, participants will discover and practice all the tools that suit them in customer services' industry.

Learning Outcomes / Benefits​

After completing the training, you should be able to:

• Knowing the history of Customer Service
• Learning the excellence way on servicing client through phone's etiquette
• Understand and know how to handle a difficult customer in the right way
• Learning how to communicate effectively with client (internal and external)
• Basic necessities on self-grooming

Key Content

Module 1: The Birth of Customer Service

The need to handle the right mind-set and attitude is tackle in the 1st module. The participants will enjoy the journey through the history and the evolution of Customer Service in the modern times.

• Brief History of Customer Service
• Evolution of Customer Service in Economy Waves
• The ''Mamak'' Theory vs. ''Starbucks'' Theory

Module 2: The Difference Types of Customer Service

Knowing how to fit the right approach is important according to the industries. The knowledge to adjust and suit the industry is vital to achieve excellence Customer Service.

• Ron Kaufman's 5 Levels of Service Experience
• Industrial Standards in Customer Experience
• Typical vs. Exclusive in Servicing Customer

Module 3: Management of The Different Types of Customers

Conflict management 101 will be looked into here. You should be able to manage conflicts and difficult customers in order to always deliver the right experience.

• Conflict Management 101
• DiSC Profiling in Customer Types Management
• Managing and Handling Types of Customer

Module 4: Telephone Etiquette & Systems

Mastering on how to answer calls is one of the essential in locking in customers. With these skills, they will always come back and hungry for more services from you.

• Fundamentals of Telephone Etiquette - Facial and Voice Gromming
• Non-Verbal Communication: Understanding and Practicing the Importance of Sounds
• Telephone Language - Creating Script, Answering, Using Proper Words/Sentences
• Responding to The Caller - Knowing Types of Caller and How to Respond
• Ending the Conversation - What to Expect

Module 5: Communicate Effectively in Customer Service

By learning on how to communicate effectively, it elevates your personality in dealing with internal and external customers (of course, your colleague is also your customer!)

• Communication vs. Effective Communication
• Effective Listening Skills in Handling Customers
• The Art of Non-Verbal
• Giving and Receiving Feedback (internal and external)

Module 6: Gromming in 'Superstar' Style

The first five-seconds-rule-customer is essential in creating an exellence image. This is where you will learn what it takes to become 'mini' ambassadors of your organization.

• Fundamental of Grooming
• Do's and Don't of Grooming (in front of customers)
• Live-Action Tutorial

Module 7: The Value of Self & Organization

Whatever that you do, whether servicing customer in front or behind the scene, it all comes back to organization's core value. This is where you will discover the power of 'WHY' everything that you do is matters to the organization.

• Understanding Self-Value and How to Connect with Organization's Value
• Value Elicitation Cards
• Moving Forward Plan

More detail about Iconic Training Solutions Sdn Bhd