Customer Service

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Quality Customer Services

If you take care of the customer and if you treat customer as you would

a member of your family or a friend…. They will give you back one of

the greatest things a customer can give you … and that loyalty.

- Stew Leon -

Overview

In this ever-more competitive climate, keeping the customer satisfied is crucial to business success. As competition intensifies and customers become more discerning – the need to be customer – focused becomes paramount. An unhappy customers is not only an ex-customers, but also guaranteed way of spreading the entire wrong message to other potential customers.

This course explains all the above issues as how to handle every situation from routine customer contact to overcoming complainers and managing difficult customers.

Armed with in-dept and up-to-date knowledge of customers, from this course, your organizations front-line staff will be able to provide customers with a consistent service response. These front-line staffs need to be constantly fed with information on the habits and behavior of customer's needs and effective customer communications

Target group

Any one who ever has contact with customer.

Program Highlights :-

1. Why are we in the Business?

Understanding the Business.
Knowing the Total Operation.
Achieving the Objectives of the Business.

2. Achieving Highest Quality of Professionalism.

Peak performance in one’s jobs-scope

3. Quality Customer Service For:

Internal and External Customer

An overview of customer service.
Definition of customer service.
Why customer service is important.
How to introduce customer service and monitor.
Developing the right attitude in customer relationship.
Employee’s role and customers need.
How to satisfy these needs.
Find out what customer want.
Courtesy / discipline-what’s involved.
Handling difficult customers and complaints effectively.

4. Attitudes/Awareness Toward Job and Task: -

Positive Attitude/ Commitment toward their job.
Maintaining high level of discipline
Portray a good personality as a front-liner.
Awareness toward organization goal (Quality Policy)
As a courtess staff.

5. Sense of Belonging:

To understand that their organization is part of their life.
Loyal to organization
Front-liner carries image of the organization.

Methodology

This is a practical and action oriented workshop. Course methods will include a combination of lectures, a group discussion, role-play, audio-visual presentations and experiential learning.

Duration : 2 Days.