Description
Learning Objectives
Upon completion of this program, participants will acquire these:
- Recognize the importance of Service Excellence mindset
- Understand role in developing customer loyalty
- Use moments of truth to identify and rectify customer issues and minimize pain points
- Use conversation tools to engage customers better and create moments of delight
- Set new standards of service excellence
Methodology
- Brain-friendly/Interactive Lectures
- Case Studies
- Role Plays
- Video/Audio Presentations
- Practical Exercises
- Interactive and Engaging Learning
- Group Discussions
- Experiential Learning
Who Should Attend
This course welcomes Head of Departments, Team Lead, Assistant Manager, Supervisors, Junior Managers, Sales & Marketing Personnel, Administration & Clerical Personnel, Customer Service Personnel, Front Liners
Key Contents
Module 1: Overview
Module 2: Customer Diversity
Module 3: We Choose to Serve
Module 4: Communication – the Key to Great Service
Module 5: Navigating the Negatives
Module 6: Creating a Service Culture
