After the learning experience, the participants should be able to:
1. Explain the importance of customer service to the
organization;
2. Enumerate the do’s and don’ts in customer service;
3. Understand the uniqueness of every customer;
4. Speak and act in a sincere and service-oriented manner;
5. Handle tactfully and objectively every customer
complaint;
6. Explain and exhibit ways in providing extra-mile service;
and
7. Demonstrate sensitivity when dealing with “special”
customers; and
8. Manifest the desired traits of a truly professional
service provider.
TOPICS
The real essence of customer service
Your mission and your customers
Your mission and your customers
You as the service provider
Understanding profiles of customers
Face to face with your customers
Handling difficult customers & situations
Smarter telephone service
Crossing beyond the ordinary customer service
Suggestions for customer service standards
Ensuring effectiveness of implementation
METHODOLOGY
To make the
most out of the learning experience, the following methods shall be employed:
Lecture-discussion
Role-play
Case
analysis
Demonstration
Self-Appraisal
Games
and Exercises
When February 18 & 19, 2014 (8:30 a.m. - 5:00 p.m.)
Where Roof
deck, The Prestige Tower Ortigas Center, Pasig City
Fee P
7, 500 (plus VAT)
Discounts / Promos
- * Early Bird: 10%
- * Special Group Discount: 2 + 1 FREE
- Regular Group Discount: 3 + 1 FREE
Course fee is inclusive of course manual, pen, notepad, certificate, directory,
buffet breakfast, buffet lunch, p.m. snacks & coffee.
"We may also customize in-house learning programs for you."
