Enhancing Customer Service Experience

Course details

This fun-filled and highly experiential workshop is specially designed to equip the participants with the right customer service mindset and critical customer service skills that will differentiate them as effective service personnel that bring value to both the customers and the organisation.

PROGRAMME OBJECTIVES

1. Understand the importance and impact of quality customer service to themselves and the organisation
2. Know how to develop the Wow! Customer Service Mindset
3. Be able to apply acquired communication skills at the work place for better performance and relationship
4. Learn the effective techniques of self-improvement and better team synergy

PROGRAMME OUTLINE

1. Understand the importance and impact of quality customer service.
2. Why you are the most important person
3. The power of the WOW! customer service mindset
4. Understanding your service attitude and exploring self potential
5. Art of managing customer’s perception with NLP and EQ
6. Listening and communicating with a heart
7. Managing difficult customers effectively with style and confidence
8. Recovery strategies of turning difficult moments into winning opportunities
9. Action plan for self-empowerment

COURSE METHODOLOGY

1. Short lectures
2. Experiential learning through fun and interactive games
3. Self-profiling tools
4. Video review of role-plays
5. Group discussion
6. Self critique