Enhancing Customer Experience
Introduction
As the customers’ primary contact, the front-liners project the company’s image and play critical role in building customer relationship. In pursuit of excellence, service providers must use superior problem-solving skills to understand all aspects of the problem and to search for solutions that are acceptable. Responding personally creates an opportunity for dialogue with customers – an opportunity to listen, ask questions, explain, apologise and achieve closure. Adopting the Japanese philosophy of “Omotenashi”; front-liners need to develop a mindset of hospitality centering around care rather than expectation. By understanding the needs of your customers, you can achieve a higher level of customer satisfaction, continued business and a more enjoyable working experience.
As such, the mindset must be an active and creative one to keep the employee alert and involved in any interaction. The job also requires him/her to have a special way of thinking, feeling and acting towards the customers.
Course Objectives
By the end of this course, you will be able to:
- Project a confident and positive personality
- Understand the importance of their role and how it affects the success of the organization as a whole.
- Develop a service mindset and a service culture that sizzles and succeeds
- Build trust with completed service cycles
- Improve interpersonal skills for dealing with different types of people
- Apply the right tools and techniques to solve problems quickly to the benefit of both parties
- Display professionalism when dealing with irate customers or when facing difficult situations
- Create a pleasant and productive business environment for both employees and the customers.
Methodology
A programme of highly interactive and practical session combining the following methodologies;
- Stimulating lectures
- Group discussions
- Role-plays
- Film discussion
- Self-assessments and individual exercise
- Creativity games to stimulate problem-solving skills
Who Should Attend?
All those who come into contact with the public and those who have service management responsibilities.
Training Delivery
- Face-to-Face Training
or
- Remote Online Training via Zoom Platform
- Day One
- Day Two
Day One
MODULE 1: ELEMENTS OF PROFESSIONALISM
MODULE 2: REVISIT YOUR ORGANISATION’S VISION & MISSION
MODULE 3: WHAT IS CUSTOMER SERVICE MANAGEMENT?
MODULE 4: SERVICE COMMUNICATION SKILLS TO CULTIVATE CUSTOMER CONTACT
Day Two
MODULE 5: BUILDING INSTANT RAPPORT
MODULE 6: MANAGING COMPLAINTS
MODULE 7: MANAGING YOUR EMOTIONS
You May Also Be Interested In
Be Updated on the latest HR & Training Best Practices
1
Stay Updated to the Latest HR News & Training Trend
Subscribe to Our Newsletter
By providing your information above, you consent to receive marketing emails from PM Resources Sdn Bhd, which will include the latest news and updates related to our businesses. Our privacy policy contains information how we store and process your data.
