Elevate your customer service quality and cultivate loyal customers who are advocates for your brand.
Customer is king, how to manage your customer can be the key for your business success. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews.
2 Days
All employees from junior positions up to managerial positions.
1. Defining Customer Service Excellence
• What does great service look like and feel like
• Sharing our own experience of good and bad service
• Responsibility for customer service
2. Value and Mindset
• Importance of value
• A Mindset for Servicing Customer
3. Handling Customer Enquiries
• Customer contact model and service standards
• Creating lasting first impressions
• Building and maintaining rapport
• Using positive language and tone of voice
4. Establishing Customer Needs and Responding to Requests
• Element of communication
• Winning People with Good Impression
• Advance Questioning Tactics
• Active Listening
1. Effective Telephone Skill
• Telephone etiquette
• Communication strategies
• Call control
2. Objection Handling Skill
• Turning disappointment into delight; improving customer relations
• Identifying the nature of customer complaints
• Responding to customer complaints
3. The Service “NO”
• How to say “NO”
• Five Forbidden Phrases
4. Empathy
• Keys to understanding what drives different people
• Core value and basic needs
• Hot buttons for each personality type
5. Building customer relationships: How to win customer heart
• Dealing with difficult customer
• What differentiates us from our competitors?
• Identifying ways to add value and exceed customer expectations
Close the gap in workplace communication and supercharge your organization’s performance.
Gain the skills to set the right prices, position your products effectively, and optimize profitability without compromising sales volume.
Discover the seven essential arts that form the foundation of sales excellence. Elevate your sales game and unlock the path to remarkable success.
Empower yourself to deliver presentations that inspire action and drive your success to new heights.
Provide you with the knowledge you need to create a comprehensive and effective marketing plan to improve your current marketing strategies and grow your business.
Empower your leadership potential, and master effective communication, team motivation, conflict resolution.