Customer Service Excellence (Online) (2 days)
Course Title |
Customer Service Excellence (Online) |
---|---|
Type of Course |
Non-Technical |
Type of Training |
E-Learning Platform : ZOOM , Powerpoint, Gamification, Video |
Skill Focus Area |
Customer Management : Sales, Customer Service, Emotion Management, Self-Effectiveness |
Duration (Days) |
16 hours ( 2 Days ) |
Level of Certification |
Certificate of Attendance |
Course Overview |
Retail frontliners in Malaysia are not seen as the most efficient and effective in the region. In order to raise the bar and make Malaysia the choice of shopping marketplace globally, we need to improve the standards of our frontliners, which requires support by their management. The whole organisation has to be instilled with customer-centric mindset, willing to learn from constructive feedback and seeking to consistently improve the service. This information-packed training session will help you gain knowledge and techniques to deliver excellent service especially in today’s fast paced world. Participants will learn what exceptional service is, how to handle demanding customers, and more. |
Prerequisites |
SPM / STPM / Diploma / Degree |
Course Objectives |
|
Learning Outcomes |
The participant will be equipped with fresh approaches to succeed. They will learn how to be more competent and committed in delivering great customer service as well. |
Course Content |
Module 1: Building a Customer-focused Culture
5 Elements of Customer Service
Module 2: RELIABILITY Ensuring Dependability (Consistency) The (Brand) Service Promise Fulfilling the Service Promise
Activities: Case Studies 3 types of reliability*
How do we measure reliability? *Case studies
Module 3: ASSURANCE (Competence) Instilling Confidence through Competence Build Competency:
Communication Skills:
Problem Solving Skills:
Activity: Simulation Game
Module 4: TANGIBLES First Impression
Physical Spaces
Module 5: EMPATHY Need for higher EQ @Work “High Touch” Humanising the Service with EQ The Golden Rule vs. The Platinum Rule
Assessment & Personalised Reports*
Module 6: RESPONSIVENESS Efficiency Matters! Barriers to Timely Service Deliveries
Speed vs. Accuracy
Module 7: 4-Step to Delivering Exceptional “Client Experience” Plan:
Do:
Check:
Act:
Bonus: Customer Service Script!
Module 8: SERVICE RECOVERY
Continuous Improvement
Action Plan Actual Workable Plan for Immediate Implementation |
Learning Activities |
Online teaching delivery that uses multimedia aids such as presentation, video, quiz and gamification. |
Target Group |
This programme is designed for non-exec, team leaders, supervisors, executives and managers |