The Magic Moment in Customer Service

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THE MAGIC MOMENT IN CUSTOMER SERVICE

Duration: 2 Days
Time: 9.00am - 5.00pm

Introduction

Technology and Economy which is constantly changing gives business operators no choice but to change. Change their method of conducting business or diversify their business to stay competitive or to be one step ahead of competitors. Changes of such would also mean changes in policies and modus operandi.
 
However, there are a few things that do not change much but needs serious attention which is Customer Service as this proves to be the deciding factor amongst 2 or more operators in the same business. This 2 day workshop is designed to sharpen participants skills and ability to provide excellent customer service as this would ensure competitiveness

Benefits

This training is aimed at participants of all levels of customer service be it internal or external customers. By the end of this training participants would be able to  
  • Communicate Better
  • Be Mindful of Body Language
  • Be Able to Apply Training At Work

Key Content

MODULE 1         

  • Impressing people isn’t as difficult as it looks.
  • Why is customer service so, so important
  • Statistics
  • Video
  • Latest Trends
  • Effects of bad customer service 

MODULE 2

  • Rules of engagement in the field of customer service
  • CSI- Customer Service Intelligence
  • “The right tool for the job”….. 

MODULE 3

  • Dress to kill, you don’t need to be a model to impress.
  • Connect with your customers on a human level
  • Pick the approach depending on the case and severity
  • Keep doing it, no one going to do it for you, do until its escalated or till solved...
  • Always follow up in whatever situation

MODULE 4

  • Don’t tick off your customers by saying “NO!” which could shift Customer Experience into a “Nightmare!!”
  • Customer Service…..Don’t Break The Glass...by saying,‘it’s our policy’,‘it was in your contract’,‘it is stated in our website, here…’ 

MODULE 5

  • Let’s talk about “WOW “
  • How can you “WOW”?
    • Never say NO
    • Go the distance
    • Keep them looped
    • Great CS happens every day not once
  • Going The Extra Mile
  • Best practices, away with the old ones…
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