“THE CUSTOMER IS KING!”

Delivering Superior Customer Service

With technology and communication narrowing the gaps, there are little differences between the features of products. What separates the distinctiveness of your product is the level of quality service you provide. Delivering superior customer service will imprint your products in the minds of the consumers. Exceeding your customers’ expectations is their deciding factor in your battle for consumers’ dollars.

Learning Objectives

This experiential and intensive workshop will enable you to
• Manage your customers’ expectations
• Retain your customers
• Handle difficult customers

COURSE OUTLINE

Introduction
What are customers?
What do customers buy?
Meaning of customer service

Quality Service
Qualities of good customer service
Value added service

Working with Customers
Meet and greet
Listen and evaluate
Respond

Managing Customer’s perception
What do customers expect?
Why do customers buy?
Customer Satisfaction
Achieving customer confidence

Achieving extraordinary customer service
Fairness
Priority
Customer focus

Service Recovery
Why do customers complain?
Steps to service recovery
Methods of service recovery

Customer Retention
Why do customers leave?
Strategies for improving customer retention
How to maintain customers’ loyalty

Customer service resource
Customers’ survey
Customer service information
Meeting customers’ needs

Instructional Methodology
Lecturettes, videos, role-plays, case studies, group discussion and presentation

Who should attend
Front office staff, customer service officers, executives who interface with the public and others who desire to upgrade their level of service quality.

Facilitator
Mr Michael Lum, B.Acc, M.Com, Grad Dip (Trg & Dev), NLP Trainer, Laughter Yoga Instructor, Author, “From Beggars to Millionaires”

Duration
2 days (9am to 5pm)

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