Why YOU should Attend

Findings show that services impact customers more directly than products do.  The dissatisfaction experienced from some aspects of customer service is the reasons that drive customers to switch their services providers.  To remain competitive and services-centric, organizations need to design and operate their services from the outside in, beginning with their customer’s perspective. Organizations have to carefully audit their customer service standard, resources, and core competencies to ensure the delivery of service encounters are way beyond the expectations of their customers.

This workshop walks you through the journey of cultivating customer-centric mindsets within an organization. It focuses on understanding customers, service experiences, service standard enhancement, and offers solutions that help solve customer problems by meeting their needs and expectations. This will result in excellent customer relationship and breakthrough results in business.

What Benefits YOU Get

• Acquire  in-depth customer service knowledge, skills and best practices
• Understand the  impact of customer service on business profitability and impact
• Manage customer service effectively and efficiently
• Increase confidence in dealing with difficult customers and relationship building
• Adopt the best practices of a customer service professional

What YOU Will Learn

• Identify the impacts of customer service on business profitability and image
• Build customer-valued services that anticipate and exceed customer expectations
• Understand the 3 pillars of customer service – product, people and process
• Set a company-wide, customer-focused culture that adapt service to exceed customer needs at all points of contact
• Understand service excellence framework and the competencies/characteristics of a customer service ambassador
• Integrate sales follow up services as part of customer excellent service for positive customer experiences, acquisition and retention
• Managing customer relationship with high customer service standards to attain service excellence
• Fostering a “team approach” service-oriented mindset to servicing customers
• Handling  customer complaints and solving customer service problems
• Managing difficult customers through customer service recovery strategies/framework
• Close gaps in customer service 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

Customer service managers and executives who want to take their customer service standards to a higher level