5-STAR CUSTOMER SERVICE EXCELLENCE

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5-STAR CUSTOMER SERVICE EXCELLENCE Customer Service Soft Skills


5-STAR CUSTOMER SERVICE EXCELLENCE
DURATION: 2 DAYS
 
INTRODUCTION 
If Jackie Chan and Angelina Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready and eager to serve them. If Maya Karin walked into your boutique, you would immediately show her the best and finest available in your shop. If Anuar Zain was on the phone asking questions, you would do whatever you could to get him his answers.
What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.
This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when facing your customers every time.
 

5-Star Customer Service Excellence focuses on the following areas:
  • Active listening and discovery questioning
  • Communication
  • Contribution
  • Handling difficult conversations
  • Relationship building
 
LEARNING OBJECTIVES
 
Upon completion of this programme, the participants will be able to:
  • Create a new relationship with time and results
  • Deliver a service experience that leaves a positive, lasting impression on the customer’s mind
  • Develop strategies for dealing with difficult customers
  • Have an in-depth understanding of your customers
  • Use various customer service strategies to develop winning solutions for your customers
 
 
 
 

KEY CONTENT
 
MODULE 1: OVERVIEW


  • Context setting
  • Customer relationship and you
  • What customers need
  • The value of customer retention
  • Relationship marketing basics
 
 
MODULE 2: INTERPERSONAL COMMUNICATION


  • Building credibility
  • The 4 Communication Quadrants
  • Identifying your personal style of communicating
  • Developing your style towards effective relationship building
  • Shifting into positive action
 
 
MODULE 3: BEING EFFECTIVE IN COMMUNICATION
  • Applying learning in customer service
  • What others say and do and what is important to them
  • What we do more of when interacting with others
  • What we avoid doing when interacting with others
  • World café: Revealing our blind spots
 
 
MODULE 4: THE 5 STAR CUSTOMER SERVICE CYCLE
  • The most beautiful word in any language
  • The SMILES process
  • Getting things done the customer’s way
  • The elephant in you
  • Promising promises
 
 
MODULE 5: KEY PILLARS IN COMMUNICATION
  • The perfect cup of tea
  • Discovery questioning
  • Funneling
  • Active listening
 
 
MODULE 6: DEALING WITH DIFFICULT CUSTOMERS
  • Type of difficult customers and how to handle them
  • The LIAR Model
  • Saying the right things
  • Finding the best moment
  • Dealing with emotions
 
MODULE 7: HANDLING CUSTOMER COMPLAINTS
  • Online and on site complaints
  • How to handle customer complaints using EASE
  • Customer complaining channels
  • Procedures of handling customer complaints
  • How to turn customer complaints into your competitive advantage
 
 
MODULE 8: COACHING WISDOM
  • Scarcity vs abundance
  • 4 levels of relationship experience
  • The WOW factor
  • Creating a relationship commitment contract
  • Coaching performance
 
 
METHODOLOGY
 
Our unique methodology of combining experiential, instructional and discovery learning, and supported by modern coaching technology, creates powerful shifts in attitudes and behavior that will encourage sustainable change in your organization. These changes make an impact on results where it matters.
 
In our programs, you can expect an extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games and activities, group discussions, lectures, psychodramas, simulations, story-telling and structured instruments.
 
 

TARGET AUDIENCE
 
Customer Service Executive, Senior Executives, Managers, Line Managers and anybody that needs to upskill their current customer service to ensure lasting relationship with the customers.

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