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Winning Over Dissatisfied Customers

OBJECTIVES:

• Identifying Who Your Customers Are (Internal/External)
• Recognising The Importance Of Good Customer Service
• Learning The Secrets Of The 6 Levels Of 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 Steps Of “Bouncing Back” When Service Goes Wrong By Using The S-E-R-V-I-C-E  Recovery Technique
• Learning The Art Of Handling An Angry Customer

Course Duration: 1 Day 

At the End Of The Course Participants Would Be Able To:

• Recognise the importance of service in their respective industry.
• Manage moments of truth effectively.
• Use appropriate techniques to handle difficult customers.
• Recognise the need for service recovery.

WINNING OVER DISSATISFIED CUSTOMERS

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 SECRETS OF SUPERIOR SERVICE

• The 6 Levels 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)

WINNING OVER DISSATISFIED CUSTOMERS

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 WELCOMED!

• Find Out Why The Customer Is Unhappy
• Are Customers Always Right?
• Never Assume, Always Ask!
• Seeing The Customer As A Valued Partner

7)  BOUNCING BACK WHEN SERVICE GOES WRONG

• By Using The S-E-R-V-I-C-E Recovery Technique
  {Sorry, Expedite solution, Respond, Victory, Implement improvements, Communicate results & Extend the outcome}

8) 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!