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Our Upcoming Trainings

Service Excellence
Service Excellence

Thu, Dec 12

|

Indonesia

Service Excellence

Developed with the most up-to-date service theories, best practices, and tools is a must-attend program for those wishing to achieve excellence in the delivery of customer service.

Time & Location

2 more dates

Dec 12, 2024, 8:00 AM – Dec 13, 2024, 5:00 PM

Indonesia

About The Training

Introduction

Developed with the most up-to-date service theories, best practices, and tools is a must-attend program for those wishing to achieve excellence in the delivery of customer service. This dynamic, interactive, and engaging one-day workshop has been designed to equip individuals with the necessary competence and “mindset” to consistently meet and, at every possible opportunity, exceed their customers’ expectations.

Objectives

  • Identify what your organization has to offer customers
  • Understand who your customers are, what they need, and what they expect
  • Identify the key elements of customer service excellence
  • Create a positive impression on your customers and enhance the image of your organization
  • Choose appropriate behavior for different customer service situations
  • Identify methods of promoting your organization and boosting business
  • Review your performance and plan for customer service improvement
  • Manage stressful situations more effectively
  • Give quick & effective response to customer complaints
  • Create an environment that is open to and accepting  of complaints
  • Use a complaint to re-shape the ‘customer experience’
  • Manage attitudes and feelings and remain professional in difficult situations
  • Use complaints to improve your level of service
  • Know when to pass a complaint onto a higher authority
  • How to handle your emotions when managing angry and abusive customers

Who should attend

This program benefits those responsible for developing, managing, or implementing excellent service in the banking & insurance field.

Course Contents

Module 1: Service Excellence

  • Service Excellence Defined
  • Customer Expectations
  • The Customer's Perception is Reality
  • How to Impress and Even Amaze Customers
  • The Ten Customer Truths
  • Customer Satisfaction Statistics
  • The Dollar Value of Customers

Module 2: The Cycle of Service (plus Video)

  • Quality of Service
  • Moments of Truth
  • The Cycle of Service

Module 3: The Customer-Driven Person (plus Video)

  • Qualities of a Customer Service Professional
  • Importance of PMA (Positive Mental Attitude)
  • Self-test

Module 4: Service Communication

A. FACE-TO-FACE COMMUNICATION

  • Acknowledging and Greeting the Customer
  • Making the Customer feel Important
  • Responding with Empathy
  • Listening Actively
  • Using Positive Body Language
  • Clarifying the Customer's Needs
  • Communicating Positively
  • Serving and Problem-Solving

B. TELEPHONIC COMMUNICATION

  • Telephone Communication Pitfalls
  • Handling Incoming Calls
  • Handling Incoming Calls when busy serving Customers
  • The Five Elements of a Great Telephone Voice

Module 5: Handling Customer Complaints (plus Video)

  • Customer Behavior Classified: Praisers, Patrons, Talkers, Walkers
  • Common Customer Complaints
  • How customer complaints can be used as opportunities to show off your extraordinary customer service to impress them and gain or retain their loyalty
  • How to win over irate customers and turn them into satisfied buyers
  • Handling Customer Complaints - 5 Critical Steps

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