Mastering Excellent Customer Service Skills & Managing Diffcult Customers

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  • Private Class Price is Per Day not Per Pax
  • Send 1 or 20 pax for the same price
  • HDRF Claimable(SBL)

Private Class from

2700/day

(2 Days)

BENEFITS

Upon completion of this programme, the participants will be able to:

  • Understand the importance of excellent after sales customer service
  • Master the skills to putting customers at ease
  • Build trust and relationship with customers
  • Help to identify customers' needs
  • Apply effective after sales service skills
  • Solve challenging service issues and problems
  • Invite customers back
  • Build long term relationship and customer loyalty
  • Help the company achieve the prestigious image of a service oriented organization
  • Master professional communication skills
  • Learn effective presentation skills
  • Learn practical and grooming skills
  • Managing difficult customers

INTRODUCTION

The purpose of this program is to impart the necessary customer service and interpersonal skills to the staff who need to use them. Emphasis will be given to train the participants on the methods and techniques in providing excellent customer service and PR skills to win the heart of customers. They will also learn professional methods to deal with difficult customers and challenging PR situation.


AUDIENCE

This program is suitable for Executive or NON-Executive level of employees that need to deal with customers


METHODOLOGY

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.

GREET CUSTOMERS
  • Results Of Customer Service Survey
  • Create An Impactful First Impression
  • Positioning Of Pleasant Personality
  • Thanking Customers For Seeing You

VALUE YOUR CUSTOMERS
  • Values Come From The Heart More Than Techniques
  • Values Drive Our Attitudes And Motives
  • Focus On Customers’ Expectations
ASK HOW TO HELP CUSTOMERS
  • Identify Customer’s Needs
  • Questioning Skills
  • Understanding Customers’ Emotional And Logical Needs
LISTENING & HANDLING DIFFICULT CUSTOMERS
  • How To Do Total Listening
  • How To Break Preoccupation
  • Drifting Eyes Mean Drifting Mind
  • Listening Is The Highest Form Of Persuasion
HELPING CUSTOMERS & MANAGING COMPLAINTS
  • Product Focused Or Customer- Needs Focused
  • How To Help Customers
  • Satisfying Customers’ Needs Or Wants
  • Solving Customers’ Problems
  • Giving Customers Extra Value
  • Making Customers Your Partner
INVITING CUSTOMERS BACK
  • Monitoring Customers’ Feelings
  • Making The Best Last Impressions
  • Requesting Customers To Return Soon
  • Making Customers Want To Return
  • How To Do Something That Will Stick In The Customers’ Minds
CREATING A SYSTEM OF CUSTOMER SATISFACTION AT SERVICE CENTRE
  • The Process Of Providing Good Service
  • The Payoff For Providing Good Service
  • Building Excellent Customer Service Skills In Your Life
  • How To Be Good In Providing Excellent Customer Service Skills At Center
HOW TO COMMUNICATE EFFECTIVELY
  • Understanding The Cause Of Communication Problems
  • Egos, Emotions And Attitudes
  • How To Talk To People And Make Them Listen
  • How To Listen Non Defensively
EFFECTIVE PRESENTATION SKILLS IN PUBLIC RELATION
  • Action Guides To Effective Communication
  • How To Sell Your Ideas
  • How To Convince Customers
  • How To Agree On The Best Course Of Action
MATCHING & MIRRORING SKILLS IN COMMUNICATION
  • How To Build Trust
  • How To Make Customers Like You
  • Cementing Strong Customer Loyalty
  • Common Areas Is The Only Key

MANAGING & DEFUSING DIFFICULT CUSTOMER
  • Complaint Handling Techniques To Defuse Anger And Other Emotional Responses
  • Managing Angry Customer
  • Using The Right Method For Complaint Handling
  • Role Play Using Method For Complaint Handling
  • How To Handle Negative Emotion

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