training@ipdc.co.id
+622150101483

Customer Service Professional Course

No Date Location Register
1 29 - 30 Nov 2021 Please call us Register

OVERVIEW

 

At the end of the program, each participant will have the knowledge and understanding of the customer service excellence, with which they develop the excellent service mentality required by them to gain high quality performance, when they deliver services to their customers. Further

 

OBJECTIVES

 

The participant is expected to do the followings:

 

·         Realize the importance of customer services, and how the service delivered meets or exceeds the customer’s expectation

·         Recognize the importance of becoming educated in the area of customer service.

·         Recognize the relationship between poor service and customer loyalty

·         Practice techniques for building relationship with customers

·         Calculate the time, financial, and quality impact of fixing a mistake

·         Successfully use the STARS approach to keeping valuable customers

·         Be flexible and creative in adapting to customers’ requests

·         Learn to deal effectively with irate and demanding customers

·         Understand how our service impacts into business success

·         Understand the importance of HR qualities and competencies in enhancing customer service excellence

TARGET PARTICIPANTS

 

All individuals wishing to develop the Customer Service Excellence Leadership Competencies   

 

COURSE CONTENTS

Basic Concept of Customer Service Excellence

  • Excellence means
  • Customer means
  • Service means

 

Service Excellence and the Principles

  • Evolution of Service
  • Who Are Your Customers?

 

Who Are Involved in the Service?

  • Three Important Aspects of the Service
  • Moments of Truth
  • Reasons Why Our Customers Move
  • In Search of Excellence
  • Your Cycle of Service
  • Why Is Providing Service Important?

 

Service Begins With You

  • The Power of Positive Thinking
  • Behavior Breeds Behavior
  • Looking at Self Talk
  • Remaining in Control
  • How You Communicate With Customers

 

Establishing Rapport

  • Ask Appropriate Questions
  • Seeing the Customer’s Point of View

 

Service Standards

  • Service Excellence: Providing Five Star Service
  • Doing Things Right the First Time
  • Exceeding the Customer’s Expectation
  • Adapt to Customers’ Requests
  • Say No Effectively
  • Develop Successful Recovery Skills

 

Difficult Service Situations

  • The Indifferent Customer
  • Irate Customer Behavior
  • Demanding Customer behavior

 

Service Leadership

  • Service Formula
  • Service Leadership Competency: Communication and Behavior

 

Building Our Future: Our Service Tower

Perception Walk: Perception Point, Perception Mapping

Action Plan: A Commitment to Improve Service In Our Company