Expanding minds Excelling Business

THE ESSENCE OF CUSTOMER SERVICE:

AN ESSENTIAL TOOL FOR TODAYS BUSINESS GROWTH

(2 DAYS)
INTRODUCTION:
Everyone in an organization is either directly or indirectly involved in CUSTOMER SERVICE. The receptionist, technicians, delivery staff, sales personnel, accounts personnel and even the managing director, each plays a vital role in serving customers (both internal and external customers). Therefore, everyone should be well equipped with the essence of customer service to maintain a healthy and harmonious relationship with customers, and in the long run prepare the organization to experience positive growth. This program is specially designed to serve this purpose and set the standards to direct organizations to grow positively in todays competitive business edge.

HOW WILL YOU BENEFIT:

By the end of this program, participants will be able to: Understand and improve customer relationship Effectively solve problem and achieve customer loyalty Communicate positively and effectively with customers Enhance CRM (Customer Relationship Management)

KEY CONTENTS:
1. Understanding the Profession Defining customer service 3 elements of customer service Shift of customer service The development of service culture R.U.M.B.A. Promoting a healthy service culture in your workplace 2. Customer Service and Behaviours Understand customer needs and wants 4 types of customer service behaviours 7 things that a customer expects Dealing with difficult customers 3. Communication that Wins Customers Positive verbal communication Ensuring 2 ways of communication Avoid negative words Project a positive image The importance of feedback Nonverbal communication 4. Encouraging Recovery Customer loyalty - building rapport that last Developing trust with the customer Benefits of customer relationship

Implementing effective CRM Ways to enhance customer relationship

5. Customer Recovery Service breakdown and its recovery Finding the actual cause of the breakdown Looking from the customer perspective 6 areas of recovery Strategies for recovery and regaining trust from the customer 6. Managing Stress and Time The reasons why customers need you Recognizing job stress Self help skills to manage stress 4 important result from time management 7. Becoming an Expert in Customer Service Ensuring Career Success Setting priorities Projecting a healthy and positive image The power of partnership Providing superior and excellent service

METHODOLOGY:
This program will be presented using interactive lecture, video presentation, role-play, individual & group presentation.

WHO SHOULD ATTEND?

This program is targeted at managers, executives, front-liners, and practically everyone in an organization to provide sufficient exposure to participants in term of the significant and essential aspects of customer service and its benefits.

The Learning Studio Sdn Bhd (622 565-M)