This Driving Excellent Customer Service program covers the essential customer service techniques enabling you to identify your customer's needs and provide a level of service that ensures loyalty and increases business. This program also covers essential customer service skills so staff can deliver world-class standards of service on a consistent basis. It is highly participative, trainer-led and features a variety of learning activities to help staff develop their skills and enhance their performance in the workplace.
After completing this program, participants will be able to:
Identify what your organization has to offer customers
Understand who your customers are, what they need and what they expect
Identify the key elements of customer service excellence
Create a positive impression and enhance the image of your organization
Communicate and establish a rapport with customers
Choose appropriate behavior for different customer service situations
Work with your colleagues to deliver excellent service on a consistent basis
Deal effectively with situations where customer expectations have not been meet
Identify methods of promoting your organization and help achieve more business
Review your performance and plan for customer service improvement
Introduction
Why are we are ?
Your experience of customer service strategies
This section addresses the procurement and delivery of goods and services, management of the relationship with supply chain partners, and management of reverse logistics.
your organization's offer to customers
Unique selling point
Are you the expert
Making and delivering the promise
This section addresses measuring, analyzing, and improving the supply chain. Managing supply chain risk, international standards and regulatory compliance, and sustainable best practices are also covered.
Know your customer
Meeting, managing and exceeding customer expectations
The expectations of your customers
A great experience for everyone
Step in the customer service process
Compliance, security, and regulatory concerns
Customer Loyalty
Who's after my customer
What is service excellence?
Creating a positive first impression
Wowing the customer
Choosing your behavior
Internal customers
Working as an effective team
Legislation, policies, procedures and standards
What is service excellence?
Creating a positive first impression
Wowing the customer
Choosing your behavior
Internal customers
Working as an effective team
Legislation, policies, procedures and standards
Customer Dissatisfication
Handling a Complaint
Service Recovery
The Value of Customer Feedback
Option for Boosting Business
Acting as an Ambassador
Building your Brand
Reviewing your Performance
Planning for Service Improvement
Building your Brand
AXA Tower 37th Floor
Jln. Prof. Dr. Satrio Kav.18
Setiabudi, Kuningan
South Jakarta, 12940
Indonesia
Phone: +6221 300 56 123
Fax: +6221 300 56 124
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