Overview

In today’s highly competitive business climate, it is a well-known fact that the excellence of customer service is crucial and to some degree determines the success and profitability of an organization.  Sufficient effort has to be channeled towards educating the key personnel or front- liners of an organization to execute excellent customer service skills. Service rendered to customers has to be satisfactory and contribute towards securing new businesses and creating repeat sales by enhancing “customer loyalty”.  This program is a comprehensive training program that addresses many crucial areas in customer service and educates participants to develop excellent customer skills through understanding the needs of customer.

Duration

2 Days

Who Should Attend

Customer service executives, supervisors, support staff, sales personnel and front-liner who are in constant contact with customers.

Objectives

By the end of the session, you would be able to:

  • Understand customer service is a team effort
  • Learn the importance of customer satisfaction
  • Realize the responsibilities of a service provider
  • Develop skills to handle highly demanding and difficult customers
  • Enhance ability to communicate tactfully
  • Build lasting positive relationship with customer’s
  • Learn the impact of first impression and self-presentation
  • Learn to serve with care
  • Understand the importance of going “an extra mile” to build lasting customer satisfaction
  • Commit themselves to deliver service of high quality
  • Learn the importance of doing things right the first time
  • Learn team values
  • Be able to create productive and harmonious relationship with the customers.
  • Learn the importance of continuous learning process.
  • Build your confidence as a supervisor.
  • Extend your professional skills and add your career value.

Course Outlines

Understanding Customer Service

  • Customer service – The gateway to business success
  • The impact of effective customer service
  • The chain reaction
  • Differentiating between Good Service VS Bad Service
  • What goes around comes around

Measuring Customer Satisfaction Using Quality Tools

  • Corrective and preventive action plan
  • Brainstorming on quality service
  • Flowchart
  • Fish-bone diagram

Handling Complaints Effectively

  • Establishing Source of Complain
  • Remaining Polite and Helpful
  • Turning Negatives Into Positives

Keep Customers Coming Back To You

  • Types of customers
  • Identifying the customer’s style
  • Creating good impression
  • The little “extra”
  • Give before you take
  • Going the extra mile
  • Change complaints to compliments
  • “Me in your shoes” approach
  • Understand your product/process

Tactful Communication

  • The art of listening
  • Transferring information from customer to your organization and vice versa effectively
  • The role of emotions in communication
  • Importance of maintaining friendliness at strained moments
  • Handling offensive customers
  • Using the right words

Develop a Personal Commitment to Deliver Quality Service

  • Making Quality Service your organization’s culture
  • Do it right the first time
  • Guide Customer’s to make the right choice
  • Be Discrete of customer’s details and privacy

Creating Happy Customers

  • Timely Delivery
  • Quality – The product of teamwork
  • Making adjustments to win customers
  • The importance of timely feedback
  • Managing the “heat” of work demands
  • Win / Win Formula for a harmonious work environment

Inhouse Training Framework - ADDIE Model

In GIN, we will work with you to modify courses or develop one to meet the specific requirements of your business. To assure your investment on training is not wasted and to maximize the value of the in-house program, we apply the ADDIE model – a dynamic, flexible guideline for building effective training and performance support tools. You may learn more about ADDIE model here.

Contact Us for Quotation

Contact us now for training at the Venue and Date of your choice throughout Malaysia and Internationally. Do let us know what is your expectation, number of participants, participants' profile and your preferred date and venue.