Details
No matter how big your company is, success is dependent on whether or not providing consistently excellent customer service is at the heart of your business model. Word of mouth is a highly powerful and influential marketing tool which costs nothing. Consistently high customer service can keep your customers happy and breeds loyalty. Customers may be defined as internal and external customers and it is important to ensure that quality service is provided to both.
Delivering consistently high customer service to our external customers produces a good reputation in the market place, customer loyalty, lower marketing costs and eventually positive company growth.
This workshop focuses on the skills needed to handle both our colleagues who are the internal customers and external company clients including stakeholders, customers and suppliers.
You learn how to understand and manage your customer’s needs and wants; exceed customer expectations and turn a complaint into a positive outcome.
Every company has to deal with people who can be classified as either an internal customer or an external customer. Both are of equal importance with the former impacting the service we offer the latter.
Delivering service excellence consistently throughout an organization, with a customer centric workforce, will result in much better results.
Profitability is dependent on having employees who are trained in the key skills essential for establishing strong relationships with customers.
Workshop Objectives- Understand the key elements of customer service
- Learn key service delivery skills for different moments of truth
- Be able to handle complaints professionally
- Analyse the importance of product knowledge for quality service delivery
- Understand the importance of choosing the right attitude
Fun and Friendly: Shereen is a facilitator who believes in engaging people at all times by creating a learning environment which encourages high levels of participation and lively discussions.
Practical: Participants will be given every opportunity to turn knowledge into understanding by participating in group and individual exercises, role plays, discussion groups, case studies and games. They will also be encouraged to identify ways in which they can apply learning to their work situation.
Useful Material: Participants receive a practical guide outlining the key learning points covered in the workshop.
Outline
- Why Customer Care?
- What is service?
- Understanding the Customer
- Exceeding customer expectations
- Delivering consistent quality service
- Analysing points of service
- Key personal qualities and skills
- Choosing the right attitude
- Welcoming complaints
- Dealing with complaints professionally
- Turning complaints into custom
At STTS Training, we specialise in providing business training in communication skills, presentation skills, leadership skills, personal effectiveness and other skills that can enhance your personal and career success. Training can be provided in Singapore, Malaysia, other areas in Southeast Asia, and beyond. We run popular public workshops every month, and all programmes can be customised for in-house training.
Founder Shirley Taylor is a popular business trainer and author of several international bestselling books, including Model Business Letters, Emails and Other Business Documents seventh edition. Shirley works closely with professional, experienced, business trainers to make sure every workshop is practical and engaging, full of valuable tools, helpful guidelines and powerful action steps for business success.
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