COURSE OBJECTIVES
A critical component in business development and growth. Ideal for people in customer-facing and customer support roles, who may want to develop their customer service skills and behaviors of the front office teams/personnel. Upon successful completion of this training, participants shall be able to:
(i) Set their organization with a differentiated experience for customers (competitive advantage from their competitors)
(ii) developing policies that put customers at the center of operations & build a customer excellence culture within the organization
(iii) finding innovative ways to add value for the customer through customer service
(iv) develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce.
Training Methodology
The training combines a lecture theater approach, interactive sessions, role plays, studies, group work and energizers/ice breakers related to the training subject matter. The courses can be run as in-house, public theatre delivery or through online trainings.
Impact to the Organization
- The organization will be able to retain its customer base and create customer loyalty in the longer term, hence reducing customer acquisition costs.
- Create cross sales from loyal customers satisfied with your service delivery to the prospective customers, with a mere positive word of mouth recommendations which ultimately aid in business growth.
- Build positive image and reputation in the market for being a customer centric and caring organization.
- Well trained staff equipped with latest knowledge & customer services tools are more motivated and empowered. They are able to create better connectivity with their customers
Impact to the Individual
- Equips and enhances an individual’s brand image, look, feel and service delivery
- Enhances emotional intelligence in dealing with front office work and customers (both internal and external customer)
- Develops an individual’s capacity to plan, execute, escalate and deal with different customer scenarios and characters.
- Increases the chances of one’s career development into a bigger customer liaison role and enhances career prospects
- Introducing colleagues to resolve customer service issue.
- Planning
- Time Management
Who can/must Attend or Apply?
Front office personnel; receptionists, sales and marketing, client relationship executives/managers, client interfacing role personnel from all industry sectors.