Excellent Customer Service – For Branch, Counter, Phone, Email
Introduction
Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone communication is central to any organisation’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.
Course Objectives
By the end of this course, you will be able to:
- Call structure (Structure calls and other forms of customer contact more effectively)
- Communication and empathy (Deliver better service using empathy and improve question and listening skills)
- Customer centricity (Using the Customer Centric Approach, identify customer’s real issues and resolve them)
- Email writing (Write effective and impressive emails and enhance customer Experience)
- Emotional intelligence (Recognise each customer’s unique emotional rigger and tailor dialogue accordingly)
Methodology
This 2-day 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
Who Should Attend?
- Customer Care Consultant
- Service Advisors
- Telemarketers Executive level and above
Training Delivery
- Face to Face Training
or
- Remote Training via Zoom Platform
- Day One
- Day Two
Day One
MODULE 1: KEY ELEMENTS OF A WORLD CLASS CUSTOMER EXPERIENCE EXCELLENCE
MODULE 2: EMPATHY-PUTTING EMOTIONAL INTELLIGENCE TO WORK
MODULE 3: RAPPORT BUILDING COMMUNICATION FLOW IN COMPLAINT SITUATIONS
MODULE 4: PROFESSIONAL / ARTICULATE SPEAKING
Day Two
MODULE 5: POSITIVE BODY LANGUAGE IN COMPLAINT SITUATIONS
MODULE 6: DEVELOPING A CUSTOMER-CENTRIC SERVICE MINDSET
MODULE 7: DE-FUSING ANGRY CUSTOMERS
MODULE 8: EMAIL WRITING SKILLS AND BEST PRACTICES
Support Every Step of the Way
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