About this Course

Customers today are more demanding that before.  More are expected of our frontline staffs in their service delivery. As such our frontline staffs must acquire the competencies to create confidence and credibility to win the customers over, build and sustain relationship with the customers and most importantly meet needs and manage concerns and complaints.

Programme Outline

Build Customers’ Confidence

• Create Confidence and Credibility

• What do Customers Expect Today?

• Target Segmentation

• Meeting Customer Needs

• The Service Personality 

Maintain and Develop Customer Relations

• What’s in a Relationship?

• Relationship with Customers

• Everyone in the Service Team Plays a Part

• Post Sales Support / Issues

• Access to Database

• Data Confidentiality

• Feedback Management

Handle Referred Difficult Customers

• Importance of Handling Complaints

• Turning Complaints Around

• See Complaints as a Gift

• Profile of Difficult Customers

• The Art of Service Recovery

• 7 Keys to Effective Listening

• Using Questioning Techniques

• The Art of Referring

• Right Words, Right Results

• Satisfying the Customers

Training Methodology

Classroom teaching, skill practice, role-plays, group discussions, Q&A and discovery learning

Duration

16 training hours & 1 assessment hour

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