Customer Service Relationship Management

Introduction

Service quality is the key to maintain customer satisfaction. Excellent customer service has a chain linked effect from the backend support to the front end service personnel - that means within an organization, customer service quality has to be prime in every support employee, regardless the position of customer service personnel or technical team, to perform well in this customer-centric business environement.

Course Objectives

Upon completion of this program , the participants will be able to:

• Gain insights into the importance of service quality in customer-centric business environment
• Develop empowering communication techniques to connect and maintain customer's expectation and satisfaction
• Learn techniques to build strong customer service mindset to better your service quality
• Learn empowering techniques to overcome the thought of ''I don't know how to handle difficult customers''

Key Content

Module 1: Fundamentals of Customer Service Relationship

• Overview on the importance of service quality in the customer-centric business environement
  • What is customer service?
  • Customer may not be alwasys right .. but always IMPORTANT!
  • Customers are not paying for the service but an EXPERIENCE
• Overview on RATER factors to measure your service level
• 10 deadly sins of customer service
• Appearance of qualitative good customer service
• Sharpening your toolbox, know your PRODUCTS and SERVICES
  • Including policies, procedures, regulations, validity and warranty

Module 2: Building Your Customer Service Mindset

• A.I.M (Attitude Improve Mindset) for 5 Star Customer Excellence Service Quality
  • What is my role as a customer relationship personnel?
• Understanding and managing your emotions and behavior
  • Understand basic needs of people ''my needs first!''
  • Customer is targeting on the matter, not about the service person
  • Powerful customer service mindset: customer needs help, they are not giving problem

Module 3: Communication and Customer Service

• Dealing with your interpersonal communication
  • Thinking mind, emotional brain and expressed behavior
  • Managing fears in handling customers' complaints
  • Rewriting the thoughts when the going gets tough
• Building up interpersonal skills
  • Enhancing rapport with internal employees to get assistance for important information
  • Enhancing front end service support
  • Enhancing service language
  • Communicating effectively in non-claimable cases

Module 4: Service Recovery

• Managing customers' complaints
  • Why customer compains?
  • Treat complaint as a gift - looking at complaints at a different angle
• Practical steps to service recovery process
  • Techniques on handling challenging customers and their complaints
  • Monitoring, follow up, feedback and closure of the complaints
  • Documentation and review

Target Audience