Today’s competitive business climate has spanned an urgent need for companies 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 customers. This programme will advocate service excellence in ensuring the success and profitability of your company.
Objectives
At the end of the workshop, participants will:
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Understand the role and responsibilities as a customer service provider |
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Understand that internal customer service is just as critical as external customer service |
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Prioritise and focus on the top expectations of customers |
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Identify one’s own personality style and the personality styles of customers |
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Apply personality knowledge to communicate more effectively with customers |
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Have influence in the organization by documenting customer concerns |
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Make better choices to improve attitude |
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Choose vocabulary that is calming and persuasive |
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Refer to a recovery system for turning angry customers into happy repeat customers |
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