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Our Upcoming Trainings

Customer Service Professional
Customer Service Professional

Mon, May 27

|

Indonesia

Customer Service Professional

At the end of the program, each participant will have the knowledge and understanding of customer service excellence, with which they develop the excellent service mentality required by them to gain high-quality performance when they deliver services to their customers.

Time & Location

2 more dates

May 27, 2024, 8:00 AM – May 28, 2024, 5:00 PM

Indonesia

About The Training

OVERVIEW

At the end of the program, each participant will have the knowledge and understanding of customer service excellence, with which they develop the excellent service mentality required by them to gain high-quality performance when they deliver services to their customers.

OBJECTIVES

The participant is expected to do the following:

  • Realize the importance of customer services, and how the service delivered meets or exceeds the customer’s expectation
  • Recognize the importance of becoming educated in the area of customer service.
  • Recognize the relationship between poor service and customer loyalty
  • Practice techniques for building relationships with customer
  • Calculate the time, financial, and quality impact of fixing a mistake
  • Successfully use the STARS approach to keeping valuable customers
  • Be flexible and creative in adapting to customers’ requests
  • Learn to deal effectively with irate and demanding customers
  • Understand how our service impacts business success
  • Understand the importance of HR qualities and competencies in enhancing customer service excellence

TARGET PARTICIPANTS

All individuals wishing to develop the Customer Service Excellence Leadership Competencies

COURSE CONTENTS

1. Basic Concept of Customer Service Excellence

  • Excellence means
  • Customer means
  • Service means

2. Service Excellence and the Principles

  • Evolution of Service
  • Who Are Your Customers?

3. Who Is Involved in the Service?

  • Three Important Aspects of the Service
  • Moments of Truth
  • Reasons Why Our Customers Move
  • In Search of Excellence
  • Your Cycle of Service
  • Why Is Providing Service Important?

4. Service Begins With You

  • The Power of Positive Thinking
  • Behavior Breeds Behavior
  • Looking at Self Talk
  • Remaining in Control
  • How You Communicate With Customers

5. Establishing Rapport

  • Ask Appropriate Questions
  • Seeing the Customer’s Point of View

6. Service Standards

  • Service Excellence: Providing Five-Star Service
  • Doing Things Right the First Time
  • Exceeding the Customer’s Expectation
  • Adapt to Customers’ Requests
  • Say No Effectively
  • Develop Successful Recovery Skills

7. Difficult Service Situations

  • The Indifferent Customer
  • Irate Customer Behavior
  • Demanding Customer behavior

8. Service Leadership

  • Service Formula
  • Service Leadership Competency: Communication and Behavior

Building Our Future: Our Service Tower

Perception Walk: Perception Point, Perception Mapping

Action Plan: A Commitment to Improve Service In Our Company

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