Achieving Customer Service Excellence

Overview / Introduction

Originations need excellent customer service teams to complete in today's customer orientated environment. It is crucial to success to understand the customer's wants, needs, and expectations as well as apply excellent international relationship skills to communicate effectively with the customer.

In this programme, participants will be able to recognize the significance of superior quality service for an organization's success. Applying techniques to impress and exceed customers' expectation will be covered as well.

Participants will learn to develop effective verbal and non-verbal communication skills to enhance service delivery and how to apply service recovery skills when handling difficult customers.

"There are no traffic jams along the extra mile." - Roger Staubach

Learning Objectives

Participants will learn the importance of excellent customer service and examine the consequence of poor Customer Service. Trainers will share with participants how to identify customers' needs and wants. Projection professionally in front of customers is essential, hence participant will learn to identify the importance of positive attitude and self-talk. Learning the techniques of asking questions and exploring ways to deal with challenging customers effectively will be part of the programme.

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it" - Peter Drucker

Course Outline

Prepare You for Service

• Interpersonal skills and customer service
• Understanding our customers
• Consequences of poor customers service
• Customer wants and needs
• Understand customer perception
• Moment of Truth

Project Yourself Professionally

• You and Your Attitude
• Benefits of positive attitude
• Winning your customers’ hearts
• First Impression
• Looking good
• Positive self-talk

Communication with Your Customer Effectively

• Understand the Communication Process
• Causes of failure in communication
• Components of communication
• Verbal and non-verbal communication
• Making small talks
• Active VS Passive listening
• How to ask short guided questions
• Using the right words

Dealing with your customer effectively

• Service Recovery
• Handling challenging customers
• Case Studies

Please call 9337 8892 or email us at corporate@erci.edu.sg for more information

For a full listing of course fees and other charges, please click on the following link:
- Fees Payable for Local Applicants