Date: 28 & 29 March, 2012:
Venue: Kuala Lumpur Convention Center, Malaysia
Registration Closing Date: 9 March, 2012
Overview
- Do you understand how important customer service is to the organisation?
- Do you know the key elements of delivering service excellence?
- How do you engage with customers in a way that ensures a positive outcome
- Can you perform active listening?
- Do you know your own communication style and how to recognise different styles?
Customer Service Operations is a program designed to help all customer-facing employees, team leaders, supervisors and managers to improve their customer engagement skills. As well as reviewing the basics of customer interaction, delegates will also learn advanced communications skills to enable them top build rapport with the majority of customers and potential customers. Rapport is a key ingredient in achieving sales and customer satisfaction. Equally important is identifying and understanding customer needs through questioning and active listening. Delegates will be able to practice new techniques during the training and be able to take back new skills to their organisations.
Benefits of Attending the Customer Service Operations Training
The course enables delegates to:
- Understand why customer service is increasingly important to the organisation
- Learn the key components of delivering service excellence
- Develop new skills in customer engagement
- Understand how to identify customer needs
- Learn about different communication styles
- Develop empathy through advanced interpersonal developing skills
- Practice active listening
Who Should Attend Customer Service Operations Training?
All customer-facing frontline employees, team leaders, supervisors and managers. Managing Customer Service is particularly useful for those involved in managing service delivery. Teams are encouraged to attend for maximum benefit.
Brief Training Outline:
- The changing role of customer service
- Preparation
- Greeting and welcome
- How can I help you?
- Summarises and closes
- Complaint handling
- Dealing with difficult customers
- Customer development
- Customer retention
- Advanced communication skills
- Becoming a learning organisation
Summary and action plan
- Review of the programme
- Review of delegate action plans (generated during each session)
- Delegate feedback to identify course improvements: ‘what went well, what did not go well’
- Close
For full course outline and details, kindly fill the form below:
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