Course details

Customers today are more demanding that before.  More are expected of our frontline staffs in their service delivery. As such our frontline staffs must acquire the competencies to create confidence and credibility to win the customers over, build and sustain relationship with the customers and most importantly meet needs and manage concerns and complaints.

Programme Outline

Build Customers’ Confidence

  • Create Confidence and Credibility
  • What do Customers Expect Today?
  • Target Segmentation
  • Meeting Customer Needs
  • The Service Personality 

Maintain and Develop Customer Relations

  • What’s in a Relationship?
  • Relationship with Customers
  • Everyone in the Service Team Plays a Part
  • Post Sales Support / Issues
  • Access to Database
  • Data Confidentiality
  • Feedback Management

Handle Referred Difficult Customers

  • Importance of Handling Complaints
  • Turning Complaints Around
  • See Complaints as a Gift
  • Profile of Difficult Customers
  • The Art of Service Recovery
  • 7 Keys to Effective Listening
  • Using Questioning Techniques
  • The Art of Referring
  • Right Words, Right Results
  • Satisfying the Customers
Updated on 08 November, 2015

About Lighthouse Global

We_They Training and Consultancy Pte Ltd provide integrated training consultancy services and programme delivery to meet clients’ needs in the areas of customer service, communications skills, corporate cum personal development and teambuilding, etc.
Lighthouse was born out of the desire of several passionate training professionals to bring organisations to new heights through learning and development. As a result, Lighthouse was incorporated in late 2006. The company now has a pool of experienced consultants and trainers to drive organisations’ training initiatives to achieve corporate success.
See all Lighthouse Global courses
Are you from Lighthouse Global ? Claim your course!
Courses you can instantly connect with... Do an online course on Public Relations (PR) starting now. See all courses

Is this the right course for you?

Rate this page

Didn't find what you were looking for ?

or