
Your Premier Training Partner
Achieving Services Excellence
PROGRAM OBJECTIVES AND OUTCOME:
* Understand the importance and their role in achieving Customer Service Excellence
* Positive and proactive mindset for service providers and better EQ
* Acquire communication skills in meeting with different types and conditions of Clients
* Understand the flexibility approach to different conditions of customers and interaction process in Service
* Acquire techniques of effective communication skills
* Professional face to face and telephone service handling skills
* Handling complaint and difficult customers
* Attaining after-sales service excellence and walking that extra miles
Content
- The Importance of Service Excellence
-
Formulating presentation strategies
- Emotion And Stress Management For Service Providers
- Opening of the Service Interaction Process
- Managing the Service Interaction through Better Communication and Understanding of Customers
- Professional Telephone Handling
- Complain Handling and Concluding the Interaction
- Role-play
Learning Methodology
- Mini-lecture
- Experiential Activities
- Games
- Case study sharing
- Group Discussion
- Exercises
- Negotiation Tools and Map
- Role-play
- Action Planning