Date : 11 & 12
April 2016 By : Aishah Musa
Course Overview
Customers’
expectations differ and grow with time.
Every business organisation needs good customer service to thrive in
this challenging time. Customer service is no longer an option for non-service
staff but is now a necessity for every level of employees in a company. A
customer service cultured workforce is a must have ability these days in order
to stay competitive. Customer service focused culture should be practiced
across all levels in a business in order to keep bringing customers back. All
levels of employees must have basic good customer service skills in order to
bring the company to the next level of success. Internal and external customers
form the bulk of customers. Customer service should be extended to internal
customers for the support given to the field
staff. At the same time, they
should also equip themselves with good customer service skills for maximum
contribution to their company’s goals. Only good customer service will bring
customers back. Poor communication and
attitude in customer service can break an organisation. Word of mouth can lead
to bad reputation of a company. It is
imperative to equip all level of
employees with at least the
basic good customer
service skills in order to maintain a good reputation and stay preferred.
Learning
Outcomes
Ø Equip
all levels of employees with basic good customer service skills
Ø Stay
competitive in this challenging time with customer service excellence
Ø Instil
confidence in customers’ perception in order to bring them back
Ø Build a
customer service cultured workforce
Ø Achieve
company’s objectives
Course Outline
Module 1: Introduction – Customer Service Fundamentals
Module 2: Customer Service Attitude – Friendly,
Helpful, Listening, Fast Problem Solving
Module 3: Customer Service Skills – Deliver Results
Module 4: Customer Service Via Telephone – Etiquette
and Techniques
Module 5: Face to Face – Create an Impression that
Lasts
Module 6: Winning Words – Win Heart through Words
Module 7: Customers Complaints Management: Follow the
Golden Rules
Module 8: Essence of Four Powerful Words in Customer
Service
Module 9: Nothing is Stylish Without A ‘Smile’
Module 10:
Discussion
Who Should
Attend
This training
is intended for people without customer service skills and also those with very
little customer service training. It is also a good refresher course for those
in the service line.
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