World Class Customers Service (TMY-SS34)

This program offers the solutions in experiencing the thrill of becoming an effective customer experience expert in 3 stages. Customer care professionals are made not born into this time and age. 

We need to cultivate the need to meet the customer’s expectations in order to elevate the standards of customer service to the experintial age. Expect great learning and sharing to move to the next level of customer experience!

“The need to fullfil customer experience with the right skills is now the forefront of the customer service industry

What is Customer Experience all about? Do we already have the basics? Is this the next level of Customer service?If you are looking for an answer to any of the above questions, then you are in the right place.

Skills Covered
Upon completion of this program, participants will be able to:

• Know the history of customer service
• Have the right mindset & attitude needed
• Know the right kind of skills
• Take customers to the next level

Who Should Attend

• This program is  suitable for customer care officers, executives, senior executives, assistant managers and managers.

Prerequisites

• There are no prerequisites required to attend this course.

Module 1: The Benchmarking of CS

• Brief History Of Customer Service
• Evolution Of Customer Service In The 4 Economy Waves
• Understanding The “ Starbucks “ Theory”

Module 2: Handling the Different Types of Customers

• Ron Kaufman’s 5 Levels Of Service Experience
• Industrial Standards In Customer Experience
• DiSC Personality Profiling Over The Phone

Module 3: The Role of a Customer Care Professional

• Customer Service Over The Phone / Telephone Skills
• Negotiation Skills In Customer Service
• Service Touchpoints In Managing Customer Experience

Module 4: Managing EQ Over the phone

• How To Use EQ With Customers
• Managing Language Over The Phone
• Conflict Management 101

Module 5: Building an Ownership to the Service Culture

• Framework For A Customer Experience Culture Alignment & Ownership
• Building Continuous Improvement
• Practice Internally The Best Level Of Customer Experience