Why YOU should Attend

Customer service is an emotional and subjective experience. Survey shows that up to 90% of the customers have switched their suppliers because of their dissatisfaction form customer service experiences. 

Organizations are continuously increasing the value of customer services to maintain competitive edge in the market place. Successful organizations equip employees with strategies and skills to manage customer expectations, problems and requests for better customer satisfaction and excellence customer relationships.  It cultivates the organization’s customer services mindset of seeing from the customer perspective and responds with excellent customer service towards the demands of customers.

This program provides the participants with the knowledge of developing and sustaining a customer service culture. It includes the know-how in customer service strategies, processes, and skills to set the organizations towards the customer services leadership in the industry.

What Benefits YOU Get

• Realize the impact of customer service on company profits and image;
• Understand the perspective of customers and shareholders
• Support and sustain customer service culture for leadership position
• Manage customer services effectively with range of customer services strategies
• Increase confidence in dealing with difficult customers and relationship building

What YOU Will Learn

• Build customer-valued services that anticipate and exceed customer expectations
• Develop characteristics of quality customer services personnel
• Create and deliver customer value through service  delivery team
• Engage customer with effective interpersonal and communication Skills
• Handle customer complaints and objections to turn dissatisfied customers into loyalty customers
• Respond to customers with service recovery steps to regain their trust and confidence
• Set a company-wide, customer-focused culture with high customer service performance standard
• Close gaps in customer services to regain service excellence

How YOU will Learn 

This is a practical, interactive and lively workshop using realistic sales scenarios in which the participants engage in  Interactive mini-lectures, Simulated workplace case study/scenario Review discussions, role play and Self/peer/facilitator assessment   

Who Should Attend

For everyone in customer focused organization to take their business service to a higher level