Program Title: CUSTOMER SERVICE II

Program Objectives:
Managing Customer Service is designed based on the Service Audit. It is a customized program, identifying the service performance and customers' expectations' gap. Therefore, it is pertinent to execute the service Audit prior to the training program. At the end of this program, it is expected that the staff need to formulate an action plan as to how will they improve the service level. Hence, the presence of the Head of Departments is crucial to develop the action plan with the staff and building commitment to achieve the service objectives.

Aim

To focus on key elements of service that allows participants to strive for and sustain service excellence beuond customer expectations.

Program Objectives

At the end of the course, the participants are expected to:

• Understand the neede and wants of the target customers.
• Identify the service performance gap and the courses of action to be taken for improvement.
• Develop and formulate a follow-up plan for implementation at the work place.
• Enhance the customer service skills.

Program Outline

• Review of the 7 Critical Success Factors of SC program Part I
• Review the results of Customer Service Audit - and managing customers' expectation gaps.
• The key characteristics of customer service excellence.
• How to handle difficult customers and complaints.
• The key elements in delivering customer service through telephone.
• The importance of human relation skills in providing excellent customer service.
• Develop an action plan to enhance the customer service level at the company

Methodology:

Lectures, group dynamics, presentations, video reviews and expeciential learning activities.

Duration: 2 Days