Thursday, November 21Indonesia Training Provider

Training Service Excellence 

Pelatihan Service Excellence 

COURSE DESCRIPTION

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Course Objectives

  • Identify the key concepts in relation to providing customer service excellence
  • Review, refine and develop further both the skills and processes required to ensure excellent customer service
  • Establish the skills required to identify new or additional sales opportunities
  • Practise these skills in a number of customer service situations

PARTICIPANT

  • CEOs
  • Managers
  • Professionals
  • Help-desk and End-user Support Professionals
  • Anyone who wants to provide an excellent service to his customers

 COURSE OUTLINE

  • Review of customer service standards
  • Excellent customer service
  • Barriers to excellence – additional support required
  • Your customers: Internal and external
  • Developing the customer relationship
  • Building rapport
  • Demonstration empathy
  • The Priority Matrix
  • Focusing on priorities to achieve objectives
  • Revising priorities
  • Consideration of impact and benefit
  • Mastering the telephone
  • Essential communications skills
  • Internet Customer Service Skills
  • Active listening: Questions, statements and objections
  • Additional customer care channels and Internet customer service skills
  • Presenting bad news or saying ‘no’ in a positive manner
  • Creating a professional image – environment / use of phone / email / messages
  • Structuring expectations
  • Identifying additional sales opportunities
  • Time Management Strategies.Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
  • Customer specific scenarios with feedback and coaching
  • Stress Management Strategies
  • Discussion: What is stress? What causes stress?
  • Managing stress (or even eliminating stress)
  • Action planning
  • Evaluation
  • Summary

 

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FACILITIES

  • Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB.
  • Bag (Public Training)
  • Training Material (Hand Out & Soft Copy)
  • Convenient training facilities in stars hotel (Public Training)
  • Lunch 1x and Coffee Break 2x / Day (Public Training)
  • Souvenir.
  • Gratis antar Jemput dari Bandara/Stasiun ( Khusus Yogyakarta )

Permintaan Brosur penawaran Training Pelatihan Service Excellence  ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.