5-Star Customer Service Excellence (2D)
OVERVIEW
If Jackie Chan and Angelina Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready and eager to serve them. If Maya Karin walked into your boutique, you would immediately show her the best and finest available in your shop. If Anuar Zain was on the phone asking questions, you would do whatever you could to get him his answers.
What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.
This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when facing your customers every time.
What about the rest of your customers? Perhaps you may treat them exactly the same way. Or perhaps, that would not happen. In general, customer service has become an over-used corporate jargon and rarely lived up to.
This intensive, hands-on, activity driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact at every given opportunity when facing your customers every time.
LEARNING PROCESS
Our program outline encompasses the following modules:
Day 1:
Module 1: Overview
- Context setting
- The Customer Relationship Dial
- What customers need
- The value of customer retention
- Relationship marketing basics
Module 2: Interpersonal Communication
- Building credibility
- The 4 Quadrants
- Our communication style
- Other styles
- Shifting into positive action
Module 3: Being Effective In Communication
- Applying learning in the workplace and relationships
- What others say and do and what is important to them
- What we do more of when serving others
- What we avoid doing when serving others
- Revealing our blind spots
Module 4: Key Pillars In Communication
- Discovery questioning
- 6 types of questioning
- 3 techniques in discovery questioning
- Active listening
- 6 techniques in active listening
Day 2:
Module 5: The 5-Star Customer Service Cycle
- The most beautiful word
- The SMILES process
- Getting things done the customer’s way
- The elephant in you
- Promising promises
Module 6: Dealing With Difficult Customers
- Type of difficult customers
- The LIAR Model
- Saying the right things
- Finding the best moment
- Dealing with emotions
Module 7: Handling Customer Complaints
- Types of complaints
- The EASE Model
- Complaint channels
- Service level agreements
- Complaints to advantages
Module 8: Relationship Management
- Building meaningful relationships
- 4 levels of relationship experience
- The WOW Factor
- Creating a relationship commitment contract
- Coaching performance
APPLY COURSE
SKILL MASTERS ACADEMY formerly known as Chalk Talk Consultants Plt was founded in the year 2015 and incorporated in Malaysia.
Its Registered Office is situated at No. 2, Jalan Duku, Off Jalan Kasipillay, 3rd Mile Jalan Ipoh, 51200 W.P Kuala Lumpur, Malaysia.