High Impact Customer Service & Complain Handling Skills Workshop

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HIGH IMPACT CUSTOMER SERVICE & COMPLAIN HANDLING SKILLS WORKSHOP

Duration: 2 Days
Time: 9.00am - 5.00pm

Introduction

Customer…. The most important element in every business…. The crucial puzzle piece to complete the whole business picture for every organization…. The people that give you the very reason why we venture into business in the first place.
 
Now in 21st century, in the VUCA era, that very same word “customer” provides with a whole new meaning compared to the last century, the last decade and even to before the last 5 years. Now it’s no longer about providing them with products and services. Now it’s all about creating the “Customer Experience”. To gain profit, maximizing it and making sure of the consistency of it it’s all about the customer loyalty and the best way to create the loyalty is to create an impactful customer service and experience.
 
In this course, we will be exploring on what and how to create the best customer service experience while looking into the growth of the services we provide through the best behavior and attitude for it. We will also develop our skills on managing complains and feedbacks as to always improve the result created.

Benefits

At the program's conclusion, participants should be able to:
  • Understand the meaning and the importance of customer service and how it impact what we do everyday
  • Understand and aware of the difference and the result we create through different level of customer experience and different behaviour we used while at serving
  • Create awareness on how adapt and serve different customer with different behaviour and preference
  • Learn the technics and tips on how to manage difficult situation and complaints
  • Understanding more on feedbacks and how it will create growth in us

Key Content

MODULE 1: HELLO, LETS GET STARTED

  • Program Context Setting (W.H.O)
  • Working Agreements – Ways to create Values & Avoid
  • Icebreakers
  • Brief history of customer service
  • Evolution Of Customer Service in the 4 economy waves 

MODULE 2: IT’S ALL START FROM INSIDE OF ME

  • Attitude Check - Responsible vs Victim
  • Taking Ownership
  • The Questions We Ask Ourselves
  • The Formula - Commitment + Actions = Result 

MODULE 3: MY CUSTOMER SERVICE – AWARENESS

  • Self-Evaluation : My Customer Service
  • Challenges We Face
  • Ron Kaufmann 5 Levels of Customer Service
  • Industrial Standards in Customer Service 

MODULE 4: MY CUSTOMER SERVICE – MAKING IT IMPACTFUL

  • Customer Service : Roles & Responsibility
  • Skills Needed – Smile, Greet & Serve
  • It’s All About The Experience
  • 20 Golden Rules – Dale Carnigee
  • Mindset & Attitude in Customer Service 

MODULE 5: CHALLENGES & COMPLAINS

  • Handling Difficult Customer
  • DiSC Profiling In Customer Types Management
  • Motivation For Better Service – Gung Ho Theory
  • Complains – Respond or React
  • Results as Feedbacks
  • The Progression Matrix
  • Moving Forward
  • The Support Forum
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