Elevating Customer Service Excellence
Enhance participants’ skills in delivering exceptional customer service through interactive sessions, real-world scenarios, and practical exercises.
Elevating Customer Service Excellence
This workshop enriches participants’ customer service skills through interactive sessions, real-world scenarios, and practical exercises. It encourages active engagement, simulates authentic challenges, and provides hands-on experiences, fostering skill development. The goal is to empower individuals to exceed customer expectations by instilling a customer-centric mindset. With a focus on communication, problem-solving, and empathy, this workshop equips participants with actionable strategies for delivering exceptional service and cultivates continuous improvement in their approach to customer interactions.
Course Title
Elevating Customer Service Excellence
Duration
2 Days
Workshop Description
This workshop is designed to enhance participants’ understanding and skills in delivering exceptional customer service. It combines interactive sessions, real-world scenarios, and practical exercises to empower participants to exceed customer expectations.
Who should attend?
- Customer service representatives
- Frontline staff
- Team leaders and supervisors
- Anyone involved in direct customer interactions
Learning Objectives
- Understand the importance of excellent customer service in business success.
- Develop effective communication skills for positive customer interactions.
- Identify and address customer needs and concerns proactively.
- Learn strategies for handling challenging customer situations.
- Enhance problem-solving skills to resolve customer issues efficiently.
- Foster a customer-centric mindset within the organisation.
Outlines
Module 1: What is Customer Service?
Defining Customer Service
- Definition and significance of customer service
- Identifying different types of customers
- Understanding and meeting basic customer needs and expectations
Module 2: Pre-Assignment Review
Assessing Assumptions
- Reviewing pre-assignment responses
- Addressing common customer service assumptions
Module 3: Setting Goals
Goal Setting
- Establishing long- and short-term goals
- Creating a personal vision for exceptional customer service
Module 4: The Critical Elements of Customer Service
Introduction to Critical Elements
- Overview of the six critical elements of customer service
- Focus on the first element: a customer service orientation
The Second Critical Element – Procedures
- Understanding organisational expectations
- Aligning personal standards with customer expectations
The Third Critical Element – Alignment
- Making customer service a philosophy for all employees
The Fourth Critical Element – Problem-solving
- Seven-step plan for solving customer service problems
- Role-playing to practice the problem-solving plan
The Fifth Critical Element – Measurement
- Importance of regular measurement in customer service
- Ideas and methods for measuring customer service
The Sixth Critical Element – Reinforcement
- Techniques to maintain a strong customer service focus
- Powerful phrases for building a positive image
Module 5: Communication Skills
Introduction to Communication Skills
- Key communication skills: empathy, body language, asking questions, listening
Module 6: Telephone Techniques
Ideal Telephone Call
- Elements of an ideal phone call
- Common situations and effective handling
Module 7: Dealing with Difficult Customers
Difficult Customers Exercise
- Small group exercise on common difficult customer types
- Appropriate responses and solutions
Module 8: Dealing with Challenges Assertively
- Responding to Unexpected Challenges
- Small group development of assertive responses to challenges
Module 9: Dealing with Difficult People
Understanding Difficult Behaviour
- Identifying coping strategies for difficult behaviour
- Discussion on managing challenging individuals
Module 10: Reflective Practice
Improving Through Reflection
- Studying personal experiences for professional improvement
Module 11: Dealing with Stress
Stress Management Techniques
- Quick and easy ways to destress anytime, anywhere
Module 12: Workshop Wrap-Up
Q&A and Action Plan
- Opportunity for participants to ask questions
- Completion of individual action plans for implementing customer service skills
HRDF Accredited Training
Train the Trainer HRD Corp TTT program emphasizes and guide participants to conduct training effectively, as a result trainings will be a structured effective session plans using appropriate training method. Click HERE to HRD Corp Website
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Address
27, Jalan Desa, Taman Desa, 58100,
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+6011 1192 3497
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Address
27, Jalan Desa, Taman Desa, 58100,
Wilayah Persekutuan Kuala Lumpur
Call Us
+6011 1192 3497
Email Us
info@successedge.com.my