Service Skills for Outstanding Phone & Face to Face Service
Details
All employees who are Frontline Team Members, Supervisors & Team Leaders, Training, Quality Assurance and Management interested in improving Service Quality for Customers for their Team Members.
Objectives:
OmniTouch’s flagship Service Course for the Frontline has been run in more than 20 countries worldwide (and 5 unique languages) across industries ranging from banking, healthcare, telecom and classified advertising through to governmental services, technical support, nutritional supplements and spas.
The reason for the popularity of this course is due to its clear structure, delineation of key performance indicators for Service and the opportunity for Frontline team members to practice their learnings through exceptionally well designed workshop exercises and role plays.
Whether you provide service in a face to face environment or in a Contact Centre environment, this course delivers results and can be tailored to your own requirement.
Outline
OmniTouch’s flagship Service Course for the Frontline has been run in more than 20 countries worldwide (and 5 unique languages) across industries ranging from banking, healthcare, telecom and classified advertising through to governmental services, technical support, nutritional supplements and spas.
The reason for the popularity of this course is due to its clear structure, delineation of key performance indicators for Service and the opportunity for Frontline team members to practice their learnings through exceptionally well designed workshop exercises and role plays.
Whether you provide service in a face to face environment or in a Contact Centre environment, this course delivers results and can be tailored to your own requirement.
Course Material:
A Participant Guide including course material, exercises and articles are included.
Venue:
OmniTouch Training Centre, 530A Geylang Road, Singapore 389486
Speaker/s
Founder & Strategic Advisor
Daniel Ord is the Founder of the OmniTouch International group.
Daniel, an American national, brings over 30 years of senior experience in Service Quality Management, Training and Research.
Based in Singapore, at OmniTouch's Centre of Service Excellence, Daniel is an Associate Trainer at the Singapore Civil Service College, Contact Centre Champion for Singapore 2011, Publisher of the OmniTouch Journal and key development lead on OmniTouch Management, Team Leader and Frontline Certification.
An acclaimed international speaker and facilitator, Daniel has engaged audiences at industry events and conferences in Australia, Bahrain, Belgium, China, Cyprus, Germany, Greece, Hong Kong, India, Indonesia, Malaysia, New Zealand, the Philippines, Russia, Singapore, Sri Lanka, Turkey and the US. Wherever Daniel speaks, he is known to inspire change and convey complex concepts in a practical engaging manner. Most importantly, Daniel guides a Team of Service professionals in the delivery of insights and inspiration to organizations around the world.
The ultimate aim is simple - Helping our Clients create great Experiences for their Customers.
Special Offer
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
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