World Class Customer Service Program ( Virtual Training)

OBJECTIVE

At the end of this program, you will be able to:

• Understand and appreciate and apply customer service excellence
• Understand the concept of customer service experience and how to deliver it
• To develop good customer service culture within your organization
• To improve communication with internal and external customers
• Initiate change to improve current customer service standards

WHAT WILL BE COVERED?

1) PERSONAL TRANSFORMATION

• Thinking right at work.
• UNLEASH your potential at work.
• 6 steps on how to discharge negative
• feelings/thoughts.
• Building confidence to answer calls and dealing
• with all customers
• Staying at peak performance at work.

2) EFFECTIVE COMMUNICATION ON PHONE AND FACE TO FACE MEETING

• Establishing rapport – how to get a prospect feel like a friend.
• Getting to know people in very short time.
• Enlighten a conversation and keeping it alive.
• 6 steps to communicate effectively to anyone.

3) EMOTIONAL INTELLIGENCE (EQ)

• Managing personal problems/issues using EQ
• Managing the emotions of difficult customers.
• Managing personal mood and emotion on the phone.
• 10 ways to handle your negative emotion and
• remain professional when dealing with others.
• 12 methods to manage your customer’s emotion and problems.

4) CUSTOMER SERVICE EXCELLENCE

• Excellent customer service
• Benefits of quality customer service
• Positive work culture
• Understanding four different types of customers
• Understanding customer’s behaviour, needs and expectations

5) WORLD-CLASS TELEPHONE SKILL

• The standard procedure – the script, telephone etiquette and values, greetings.
• The techniques on receiving and giving information.
• The clarity handling telephone conversation.
• Building good rapport and relationship with callers.
• Steps to use the right telephone skills to make sales.
• Steps to take messages.
• Steps to solve conflict using the telephone.
• Steps to take messages.
• Steps to handle clients.

6) HANDLING UNHAPPY CUSTOMERS ON PHONE AND FACE TO FACE

• Serving your customers right the first time.
• Turning dissatisfied customers into loyal and happy customers.
• Handling angry, awkward and unreasonable customers.
• Steps to handle unhappy customers on phone and face to face
• Working on customers’ feedback and evaluation.

7) GROUP COACHING ON CUSTOMERS’ ISSUES

• Troubleshooting customers problem
• Presenting customer’s issues
• Coaching the participants on solving customers’ problem
• Techniques to calm down the customers

Assignment: Participants will have 2 hours live
coaching session with the trainer