Customer Service Par Excellence
Objectives:
- Identifying Who Your Customers Are (Internal/External)
- Recognising The Importance Of Good Customer Service
- Learning The 6 Degrees Of Awesome Service
- Learning How To Project A Good And Positive 1st Impression, In Face-To-Face Or Telephone Service Situations
- Know Exactly What To Say And How To Say It (Words & Tone Of Voice) In Over-The-Counter As Well As Telephone Service Situations
- Learning The Art Of And Acquiring A Positive Attitude For Welcoming Complaints And The Need For Service Recovery
- Learning The Art Of Handling An Angry Customer
Course Duration: 1 Day
Customer Service Par Excellence
1) Identifying Your Customers
- Internal & External Customers
2) Why Serve?
- The Importance Of Good Customer Service
- Using The S-M-I-L-E Approach To Customer
Service (S’poreans – Proactive, Manners,
Integrity, Listen & Empathise)Tea – Break (30 Mins.)
3) The 6 Degrees of awesome service
- What Are The 6 Degrees Of Service
- Personalising Your Service – Make Them Yearn To Come Back!
4) Projecting a good & positive 1st impression
- Verbally, Vocally & Visually
Lunch – Break (1 Hour)
5) Telephone Techniques
- The Dos And Don’ts Of Telephone Etiquette
- What Is Phone Courtesy?
- Putting A Smile In Your Voice
- Putting The Caller On Hold
- Hanging Up Politely
Tea - Break (30 Mins.)
6) Complaints Welcomes!
- Find Out Why The Customer Is Unhappy
- Are Customers Always Right?
- Never Assume, Always Ask!
- Seeing The Customer As A Valued Partner
7) Providing Service That others talk about
- with the 5 Ps- Serving With Pride, Passion, Purpose, Pleasure & Partnership
- Summary And Conclusion
Have a Safe Journey Home!
Click the play button to hear the sample audio tracks
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