training@ipdc.co.id
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Service Excellence and Handling Complaint Course

No Date Location Register
1 24 - 25 Jun 2021 Please call us Register
2 17 - 18 Nov 2021 Please call us Register

Introduction

Developed with the most up to date service theories, best practices and tools is a must attend program for those wishing to achieve excellence in the delivery of customer service. This dynamic, interactive and engaging one-day workshop has been designed to equip individuals with necessary competence and “mindset” to consistently meet and, at every possible opportunity, exceed their customers’ expectations.

 

Objectives

·           identify what your organization has to offer customers

·           understand who your customers are, what they need and what they expect

·           identify the key elements of customer service excellence

·           create a positive impression on your customers and enhance the image of your organization

·           choose appropriate behavior for different customer service situations

·           identify methods of promoting your organization and boosting business

·           review your performance and plan for customer service improvement

·           Manage stressful situations more effectively

·           Give a quick & effective response to customer complaints

·           Create an environment that is open to and accepting  of complaints

·           Use a complaint to re-shape the ‘customer experience’

·           Manage attitudes and feelings and remain professional in difficult situations

·           Use complaints to improve your level of service

·           Know when to pass a complaint onto a higher authority

·           How to handle your emotions when managing angry and abusive customers 

 

Who should attend

This program benefits those responsible for developing, managing, or implementing complaint handling policies and systems.

 

The course content

Module 1: Service Excellence

  • Service Excellence Defined
  • Customer Expectations
  • The Customer's Perception is Reality
  • How to Impress and even Amaze Customers
  • The Ten Customer Truths
  • Customer Satisfaction Statistics
  • The Dollar Value of Customers

Module 2: The Cycle of Service (plus Video)

  • Quality of Service
  • Moments of Truth
  • The Cycle of Service

Module 3: The Customer Driven Person (plus Video)

  • Qualities of a Customer Service Professional
  • Importance of PMA (Positive Mental Attitude)
  • Self-test

Module 4: Service Communication

A. FACE-TO-FACE COMMUNICATION

  • Acknowledging and Greeting the Customer
  • Making the Customer feel Important
  • Responding with Empathy
  • Listening Actively
  • Using Positive Body Language
  • Clarifying the Customer's Needs
  • Communicating Positively
  • Serving and Problem-Solving

B. TELEPHONIC COMMUNICATION

  • Telephone Communication Pitfalls
  • Handling Incoming Calls
  • Handling Incoming Calls when busy serving Customers
  • The Five Elements of a Great Telephone Voice

Module 5: Handling Customer Complaints (plus Video)

  • Customer Behavior Classified: Praisers, Patrons, Talkers, Walkers
  • Common Customer Complaints
  • How customer complaints can be used as opportunities to show off your extraordinary customer service to impress them and so gain or retain their loyalty
  • How to win over irate customers and turn them into satisfied buyers
  • Handling Customer Complaints - 5 Critical Steps