This course will show how an EIA is not just an assessment of the positive or negative impacts that a proposed project may have on the environment, but a process that identifies these potential effects and seeks to avoid, reduce, or offset any adverse effects through mitigation measures if possible.
Our Upcoming Trainings
Tue, Jan 09
|Indonesia
Service Excellence and Handling Complaint
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.
Time & Location
Jan 09, 2024, 8:00 AM – Jan 10, 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 a 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 complaint-handling policies and systems.
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
