SUCHITRA MAHENDRARAJ
Customer Care & Service Excellence
A 2-Days Training Programme
 
Introduction

Today’s competitive business climate has spanned an urgent need for organisations to complement their core products/services with exceptional customer service in order to surge ahead in the market leadership race. A higher degree of customer loyalty could be attained if the people who come face to face with the customers are able to execute excellent skills and tact while dealing with clients. In order to achieve this, team members must develop their interactive, communication, and interpersonal skills that team members must have if they are to function as a high performance work team.



Objectives

At the end of this one (1) day programme, participants will be able to:

  • Understand the role and responsibilities as a customer service provider
  • Provide practical skills and techniques essentials to a good customer service.
  • Understand that internal customer service is just as critical as external customer service;
  • Prioritise and focus on the top expectations of customers
  • Identify one’s own personality style and the personality styles of customers;
  • Make better choices to improve attitude;
  • Develop a personalised strategy for improving communication skills;
  • Learn to handle demanding customers and customers’ complaints.
  • Maintaining professionalism and composure when dealing with irate customers.
  • Become known as a problem-solver
  • Feel less stress on the job


 
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