Dolly Kee

Image Power

Customer Service Excellence

KEY OBJECTIVES
To promote customer confidence by developing and applying the basic skills needed to maintain and expand profitable customer relationship. Participants will then be able to help create the Customer Value-Driven Culture and make 'Customer Service Excellence' an integral part of their organization's culture and identity.

SESSION 1
Introduction

• What is Customer Service?

• Importance & impact of customer service activities on bottom line results

SESSION 2
Getting to Know You

• The role of a Customer Service Professional

• "Moments Of Truths"  between frontline employees & customers

• Measuring customer satisfaction
  and value / quality perception

SESSION 3
Managing Positive
Corporate Impressions

• First impression counts!

• Creating the right impressions with  your customers via effective self-packaging

SESSION 4
Managing Professional Customer Relationship

• Acquiring savoir-faire in communicating customer service excellence 

• Business professionalism when attending to customers

• Professional behaviour   vs  Task- oriented behaviour

• Dealing with difficult / irate / abusive customers in a professional manner

• Handling customers' complaints effectively

• Turning problems into opportunities

• Building customer loyalty through the magic of rapport

• Critical success factors

• Guide to affirmative action