Service Excellence WSQ Module WSQ The Customer Matters

Course details

INTRODUCTION

Customer satisfaction is not enough in this competitive environment. Organizations need to seek to build customer loyalty by building strong relationships with each customer. In this workshop, participants will take a deep dive into the hearts & minds of their customers, learn to build customer confidence using their rapport building skills as well as product knowledge. One of the often overlooked opportunities to build customer loyalty is when service challenges arise. In this module, learners practice the techniques to gain loyalty by recovering these situations and delighting their customers.

This course is conducted by Capelle Academy (CET).

OBJECTIVES

At the end of the course, participants should be able to:

• Develop knowledge of organization’s product or service offerings and customer profile
• Establish customer rapport to build customer confidence in accordance with the organization’s guidelines
• Provide post-sales follow up in accordance with the organization’s guidelines
• Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization

METHODOLOGY

• Experiential activities
• Individual and group activities
• Case scenarios
• Skills practice
• Lectures
• Personal reflection and action planning

WHO SHOULD ATTEND

This program is designed for frontline service staff