Achieving Excellence In Customer Service
Course Duration: 2 DaysIntroduction
''The world will know the excellence of an organization through only one thing: the excellence of customer service'' - Alang-Excellence in an organization is usually measured by one thing - customer service. At the age of technological advances and globalization, customer service is of the essence that shapes the image of an organization. In this workshop, participants will go through a journey that will shape them in becoming an excellence employee in servicing their client. Mixing in fun and activities, participants will discover and practice all the tools that suit them in customer services' industry.
Learning Outcomes / Benefits
After completing the training, you should be able to:- Knowing the history of Customer Service
- Learning the excellence way on servicing client through phone's etiquette
- Understand and know how to handle a difficult customer in the right way
- Learning how to communicate effectively with client (internal and external)
- Basic necessities on self-grooming
Key Content
Module 1: The Birth of Customer Service
The need to handle the right mind-set and attitude is tackle in the 1st module. The participants will enjoy the journey through the history and the evolution of Customer Service in the modern times.- Brief History of Customer Service
- Evolution of Customer Service in Economy Waves
- The ''Mamak'' Theory vs. ''Starbucks'' Theory
Module 2: The Difference Types of Customer Service
Knowing how to fit the right approach is important according to the industries. The knowledge to adjust and suit the industry is vital to achieve excellence Customer Service.- Ron Kaufman's 5 Levels of Service Experience
- Industrial Standards in Customer Experience
- Typical vs. Exclusive in Servicing Customer
Module 3: Management of The Different Types of Customers
Conflict management 101 will be looked into here. You should be able to manage conflicts and difficult customers in order to always deliver the right experience.- Conflict Management 101
- DiSC Profiling in Customer Types Management
- Managing and Handling Types of Customer
Module 4: Telephone Etiquette & Systems
Mastering on how to answer calls is one of the essential in locking in customers. With these skills, they will always come back and hungry for more services from you.- Fundamentals of Telephone Etiquette - Facial and Voice Gromming
- Non-Verbal Communication: Understanding and Practicing the Importance of Sounds
- Telephone Language - Creating Script, Answering, Using Proper Words/Sentences
- Responding to The Caller - Knowing Types of Caller and How to Respond
- Ending the Conversation - What to Expect
Module 5: Communicate Effectively in Customer Service
By learning on how to communicate effectively, it elevates your personality in dealing with internal and external customers (of course, your colleague is also your customer!)- Communication vs. Effective Communication
- Effective Listening Skills in Handling Customers
- The Art of Non-Verbal
- Giving and Receiving Feedback (internal and external)
Module 6: Gromming in 'Superstar' Style
The first five-seconds-rule-customer is essential in creating an exellence image. This is where you will learn what it takes to become 'mini' ambassadors of your organization.- Fundamental of Grooming
- Do's and Don't of Grooming (in front of customers)
- Live-Action Tutorial
Module 7: The Value of Self & Organization
Whatever that you do, whether servicing customer in front or behind the scene, it all comes back to organization's core value. This is where you will discover the power of 'WHY' everything that you do is matters to the organization.- Understanding Self-Value and How to Connect with Organization's Value
- Value Elicitation Cards
- Moving Forward Plan
BR 22096 
US 21860 
GB 15086 
CA 8731 
AU 8052 
IE 5597 
TR 3362 
NZ 1923 
