Customer service excellence in action.
 
Today's Customers Except Superior Service Delivery
Let's face it: one slight mistake in serving one customer in today's extremely competitive business environment means millions of dollars down the drain.

Your company's customers don't deal with just your company alone; they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries.

It's corporate suicide for your staff to take customer service lightly. Your staffs need to genuinely care. No more just lip service.

Without customers, your products or services remain unsold. Without them, there's no income, no salary for everybody in the company.
 
Everybody has Customers
It doesn't matter what industry you are in
- whether it's retail or service operation, from supermarkets and restaurants to insurance and banking, government or private utilities to the tourism industry. Serving customers is what it's all about. Doing it well ensures your company's healthy passage through the current millennium.
 
Objectives of the Workshop
By the end of the workshop, participants will become familiar with a suite of innovative customer service concepts, see the strategic advantage of being customer focused, get some ideas on reshaping the workplace to reach your company goals, know how to fulfill their personal goals as well as company goals, learn new options for handling customer conflict and making it a resource, and know how to turn prospects into customers, and customers into advocates.
 
The main purpose of any organization is to serve the customer. Everything else is secondary.
 
Benefits to Participants
You will...
Understand why it is to your personal advantage to officer excellent customer service
Realize that it's the people from within the organization that stop customers from coming back
How it feels to be a customer yourself
Understand the concept of "Moment of Truth" in customer service
Learn the CESAWL model in customer engagement
Learn how to say No without saying No
Learn what to do when customers complain
Understand the Ron Zemke service disaster recovery process
Realize that listening is more important than talking in customer service
Learn how to verify and clarify when communicating with others
Learn how to earn other people's S.T.A.R. (Support, Trust, Admiration & Respect)
Learn how to manage stress
 
Program Topics
Offering excellent service is good, but what will it do for me?
Being a customer yourself
What sort of service are you offering?
The Customer Engagement Process
Saying No
Complaints, Complaints
Customer service is all about communications
How to earn other people's S.T.A.R. (Support, Trust, Admiration & Respect)
"Don't kick the cat!!"
Why customers stop buying from your company
 
Who Should Attend?
Anybody in your company who comes into contact with customers, directly or indirectly, in person or by any other means. This includes sales people, receptionists, telephone operators, clerks, and personnel in charge of service, maintenance, warehousing, distribution, and accounts. In short, just about anybody in your company, including you.
 
Click here to Download Full Program Brochure
 
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Duration
2 days
 
Download

Click here to Download Full Program Brochure
 
Program Validation
Validated by EDS™ (Executive Development Seminar) of Advance Academy Resources Sdn Bhd in collaboration with
Akamai University and Commonwealth Open University for CEU award purposes
 
Program Endorsed by the Following Organizations
 
Highlights
How Participants Learn
Why This Program is Special
FREE! A Two Years Post Training Follow-up Service Via Email
 
 
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