Creating Exceptional Frontline Customer Service

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Private Class from

2300/day

(2 Days)

BENEFITS

Upon completion of this program, participants will be able to:

  • Develop front liners with self-confidence, pride and a sense of purpose in delivering their crucial daily responsibilities.
  • Understand customer needs and expectations through listening and questioning skills.
  • Manage their emotions when dealing with difficult situations and various customer personalities
  • Handle complaints effectively and initiating service recovery to repair negative customer perceptions and promote customer loyalty

INTRODUCTION

The people who are constantly portraying the organization's image and professionalism are the Front Liners who commit their entire day to serving and satisfying various types of customers. Front liners are also the most critical contact point in creating satisfaction and loyalty. They are always multitasking; with ringing phones, questions from colleagues and customer's query. So how do the front liners handle several tasks simultaneously with professionalism and poise?


AUDIENCE

This program is specially tailored for Executive, Officers, Receptionist, Administrators, Assistant Managers, Managers and any staff who have to deal with customers / clients


METHODOLOGY

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations / role plays of real life experiences, sharing of best practices and discussions

IDENTIFYING THE ATTRIBUTES AND RESPONSIBILITIES OF A SERVICE PROFESSIONAL
  • Professional Image
  • Features of a Professional Image
  • Common Mistakes
  • Creating First Positive Impression
  • The Effect of First Impression
  • Positive Attitude and Skills
  • Personality Traits
  • Identifying Service Roles
  • Understanding Customer Needs
  • Listening Intellectually and Emotionally
THE ART AND HEART OF CUSTOMER SERVICE
  • Changing the Current Service Mentality
  • Creating the Right Attitude by Altering Limiting Beliefs
  • Understanding the Difference
  • Always say YES to the Customers?
THE VALUE OF A CUSTOMER
  • Creating Customer Service Orientation
  • Providing Personal Attention
  • Appreciation and Guest Satisfaction
  • Time Management
UNDERSTANDING CUSTOMER BEHAVIOUR
  • Serving The Customer’s through EQ
  • Understand Customer Needs
  • Human Needs vs Business Needs
UNDERSTANDING THE COMMUNICATION PROCESS
  • Active Listener vs Passive Listener
  • How to be a Better Listener
  • Barriers of Communication
  • Effect of Poor Communication
  • Serving Customer through Effective Communication
TELEPHONE COURTESY
  • The Advantages of Good Telephone Skills
  • Telephone Skills – Answering, Making & Ending Calls
MANAGING EMOTIONS WITH DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • Effective Methods for Emotional Self-Control
  • Be Customer Focused
  • Results / Quality-Oriented : Generating Customer Loyalty
  • Creative Problem-Solver
  • Critical Thinker – Thinking On Your Feet
USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE
  • The Power of Service Recovery
  • Engaging the Heart in Service Recovery
  • Five Steps in Handling Complaints
BEYOND THE MOMENT: PLANS FOR TOMORROW
  • Recap
  • Goals & Dreams
  • Self-Improvement Plans

Trainers