Course details
INTRODUCTION
This course aims to prepare participants to provide excellent service to their customers. The program focusses on the importance of having the right service mindset and how exceptional service benefits themselves and the organisation. Participants will learn how to groom for success as well as build confidence in serving their customers by identifying customer needs, applying effective communication techniques and understanding the types of service behaviours that make an exceptional difference to the customer.
This course is conducted by Capelle Academy (CET).
OBJECTIVES
At the end of the program, participants should be able to:
- Take personal responsibility to have positive attitude when providing service
- Recognize the different types of customers and take steps to meet their needs.
- Demonstrate qualities and characteristics of a winning service professional by projecting a positive and professional image.
- Delight customers using the GLADLY process.
- Look out and anticipate customers’ needs so that they will speak positively about the organisation.
- Take ownership in providing excellent customer service.
METHODOLOGY
The contents are delivered through:
- Lectures
- Group discussions
- Role Plays
- Experiential activities
- Games
- Question and answer
WHO SHOULD ATTEND
Frontline customer service staff
Updated on 08 November, 2015Course Location
About Organisational Development Concepts Pte Ltd
We_The was established by a team of professionals passionate on OD who saw the increasing demand for customised training intervention, and the increasing need of a one stop provider.
The We_The management team have more than 47 years experience in the OD and HRD fields. Together with its in-house management consultant and a team of 80 associate trainers as well as subject matter experts in various fields, we are here to serve and support your organizations developmental needs.
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