The Making of a Better Customer Service

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INTRODUCTION

In every organisation or company, those who happen to become the first to come into contact with customers are the ones who are going to leave an indelible impression.

We call these employees as front-line staffs. Their way of contact and handling customers are important to ensure that the customers return for more of their services.

The core issue of customer service is to lessen the disgruntled and dissatisfied customers, therefore further improving the relationship with them. The results will be an obvious turnaround for the organisation or company’s image and business.

As such, to manage these front-line staffs and to develop a comprehensive plan to enhance customer service in an organisation is a very important part. This program will help executives and supervisors in charge of front-line staffs to acquire skills, useful tips and techniques in this area in order to enhance the corporate image, increase productivity and businesses.

COURSE OBJECTIVES

By end of this program, participants will be able to:

1. Discover the knowledge, skills and attitude needed to be a successful customer service representatives.

2. Explain the importance of measuring and benchmarking the service level and the value of a lost customer.

3. Understand what actual customer interaction and loyalty is and the importance of their role to ensure positive customer experience.

TARGET AUDIENCE

This program is designed for those who are at the executive, officer, supervisory and even senior representative levels who are in charge of customer service, sales coordinators, sales administrators, order administrators, counter staffs and those who are involve in direct customer interaction in any field or industry.

TRAINING OUTLINE

MODULE 1: DEFINING YOUR ROLES TO SERVE CUSTOMERS

· Who are the customers?
· What is customer service all about?
· Knowledge
· Skills
· Attitude
· Effective communication

MODULE 2: DEFINING THE BEST SERVICE TO CUSTOMERS

· What are your service?
· What do customers actually want?
· Why do customers leave?
· Keeping your customers loyal
· Building a customer-centric team in your company

MODULE 3: CUSTOMER DIVERSITY

· Cultural diversity and global customers
· Generational differences
· Reflection

MODULE 4: MEASURING CUSTOMER SATISFACTION

· Why customer feedback is important?
· Collecting customer feedback
· Definition of NPS

MODULE 5: NAVIGATING THE NEGATIVES

· A complaint is a GIFT
· The acknowledgement steps
· Tough situations to handle
· Hot buttons and forbidden languages
· Developing a complaint checklist

MODULE 6: MAKING A SERVICE CULTURE WORK

· Management subject
· What can you do?
· Living with the culture

DURATION

 2 Days (9.00 am – 5.00 pm)

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