HRD Corp registered training provider · Kuala Lumpur
Generating Excellent Customer Service for Back Office and Front Liners
Practical training for your team, delivered in-house or as a public class. Managers, executives, supervisors, field engineers and technicians, and anyone who deals with customers regularly.
Who it's for
Managers, executives, supervisors, field engineers and technicians, and anyone who deals with customers regularly.
- Duration
- 2 days
- Delivery
- In-house · Public
- Pricing
- Enquire for pricing
- HRD Corp
- HRD Corp claimability confirmed in your proposal
Learning objectives
- Understand your role and responsibilities in serving customers
- Practise skills and techniques that raise customer satisfaction
- Handle angry customers and complaints professionally and objectively
- Build better customer relationships
- Commit to giving good service by phone and in person
- Develop a range of customer service skills
- Spot service gaps and decide what to do to close them
Course modules
01Excellent Customer Service Philosophy
- Why service excellence matters
- Five key roles in excellent customer service
- Closing the gap between what suppliers give and what customers expect
- Meeting the needs of different customers
- Why the customer matters
- Two golden rules
02Assessing Internal and External Customers
- Where your customers come from
- Telling internal and external customers apart
- The processes that link internal and external customers
- Similarities and differences between internal and external customers
- External customer pitfalls and back-office support solutions
03Managing Customer Expectation Gaps
- What customer satisfaction means
- Five customer expectation factors: R.A.T.E.R. and B.E.D.U.
- Why customers stop being your customers
- Using the F.A.B. technique
- Good service vs excellent service
04Professional Image and Communication That Wins Customers
- Work ethics and corporate image
- Personal grooming and office etiquette
- Interpersonal communication
- Dos and don'ts of quality service excellence
05Delivering Excellent Customer Service by Telephone
- Why the telephone matters
- Telephone etiquette
- Watching your tone of voice
- Giving accurate information over the phone
- Dos and don'ts on the phone
06Handling Difficult Customers and Complaints
- Solving problems from the customer's point of view
- Dealing with anger
- Recognising different types of people and difficult situations
- Six steps to service recovery and regaining customer trust
07Breaking Through Normal Customer Service Practice
- Redesigning your customer's experience cycle
- The problem of incomplete solutions
- Customer intimacy: finding the best fit and anticipating needs
- Bridging relationship channels and setting up relationship centres
08Teamwork in Achieving Service Excellence
- Building greater commitment to quality and customer service
- Developing loyalty to the company and to each other
- Sharing values, objectives and a common language
- The need for education and motivation to perform well
Outline on request
Learning approach
- Interactive lectures (50%)
- Group discussion, exercises, presentations, video, activities and role play (50%)
RiseUp Solutions
What does your team need to do better?
Tell us your team size and the challenges at work. We’ll help you choose a programme and prepare a proposal.