6 - 10 Jan 2025
Kuala Lumpur (Malaysia)
Hotel : Royale Chulan Kuala Lumpur
Cost : 5250 € Euro
In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.
Explain the importance of customer service in a competitive environment
Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
Practice the techniques of managing customer expectations and delighting customers
Provide better, faster service and increase customer satisfaction
Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Day 1: Definitions and concepts
Quotations on customer service
Service definitions
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best
Additional comments about service
Day 2: Internal customer service
Identifying internal and external customers
A final definition
Elements of service
Customer requirements
Foundation of great service people
The links in the service-profit chain
Internal customer service
Day 3: Managing customer expectations
The Importance of customer expectations
Perceived service quality
What to say and what not to say
Calming upset customers
12 tips for calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' in real life
The Service Quality (SQ) factors
Flying over customers' rising expectations
The customer loyalty ladder
Role-plays and exercises on dealing with different personality styles
Day 4: Effective communication skills for handling customers
Effective communication
Verbal communication with customers
Active listening
Effective listening skills
Phone etiquette
Day 5: Professional behavior with customers
The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non-verbal communication
The right behavior with the customer
The wrong behavior with the customer
Types of behavior
Assertive, passive and aggressive behavior
Verbal and non-verbal components of communication styles
Dealing with difficult customers
Dealing with different personality types
Typical customer personality types
Service recovery