Do It With Your Heart! Delight Your Customers

Course Code: HR.2
Dates for this course:

23 – 24 February 2017
11 – 12 April 2017
7 – 8 June 2017
15 – 16 August 2017

Subject: Do It With Your Heart! Delight Your Customers
Course Fee: MYR 2,500



Who Should Attend?

  • Employees dealing directly or indirectly with customers
  • Executives
  • Supervisors
  • Frontliners

Learning Objectives

  • Understanding quality service culture – systems, procedures and human elements
  • Setting customer’s needs and expectations
  • Presenting oneself in a professional manner
  • Handling types of difficult customers
  • Using correct phrases to ease difficult situations

Course Content

Customers
  • Who are they?
    • To the company - mission and objectives
    • To me – self-purpose and goals
  • What is Quality Customer Service?
    • Systems and procedures
    • Communication with customers
  • Who are your internal and external customers?
  • Customers’ expectations of a good service provider
  • Your expectations of a satisfied customer
Understanding Oneself
  • Understand your role and responsibilities
  • Johari’s Window
  • Personality Matters
    • Grooming
    • Body language
    • Voice
  • Analyzing your strengths and weaknesses when dealing with customers
Know Your Products and Services
  • What are your product features and benefits?
Identify Needs and Wants of a Customer
  • Differences between needs and wants
  • Use open-ended questions
  • Use specific questions
  • Observe, listen and respond
Customer and Complaints
  • Understand types of customers
  • Causes of customer complaints
  • Positive benefits of customer complaints
  • Communication skills – listening, paraphrasing / clarifying
  • Stay positive
Handling Difficult Customers
  • Verbal and non-verbal signals
  • Show empathy
  • Identify problem
  • Offer best solutions
  • Follow-up
  • Phrases to Use – What to Say and How to Say It

 

Contact Form

 

+60 3 7931 6143