HRDF Course- Increase Your Business with Excellent Customer Service

Getting a customer is important. Do things stop there or do they come back to make another purchase….and continue doing that again and again?
The most profitable businesses thrive on one fundamental – excellent customer service and repeat customers. Working with dissatisfied customers and solving their problems can rebuild their trust in your company and make them your allies.
Excellent customer service and high customer satisfaction is key to growing a successful business. It must start with understanding and managing customer expectations.
This 1-day Increase Your Business with Excellent Customer Service workshop will cover:

1. Recognize a diverse range of customers, their needs and expectations
2. Understand the Benefits of Understanding the Customer’s Expectations
3. Why customer service is so important
4. Service excellent for customer satisfaction
5. Identify customer needs, apply effective communication techniques and understand the types of services behaviors that truly make an exceptional difference to the customer
6. Use engaging skills vital in building and strengthening relationship with customers and build customer loyalty
7. Learn how to handle challenging situations and diversity
8. Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

Module 1: Why customer service is important

• Introduction
• Establish Expectations
• Learning Objectives

Module 2: Service excellent for customer satisfaction

• Your Personal Experience as a Customer
• Vision Statement of a Company
• Mission of a Company
• Why Customer Service is so Important

Module 3: Handle Challenging Situations and Diversity

• The 3 Pillars of Service Excellence
• Moment of Truth
• Internal and External Customers

Module 4: Identify Customer Needs

• Service Mindset
• Positive Mindset for Service Excellence
• Treat Your Customers like Boss

Module 5: Changing Negative Attitude to Positive Attitude

• Develop the Service Champ
• Listening for Dollars
• What Customers Really Expect

Module 6: Effective Communication Techniques

• Mind Your Language
• Understand Your Customer with Empathy
• Right Words to Use for an Angry Customer

Module 7: Understand the types of Services Behaviors

• Types of Service Behaviors
• Understand why Customer Behaviors
• Complaints are Good News

Module 8: Make Exceptional Difference to Customer

• Dealing with Customer Complaints
• Techniques to Manage Complaints
• Steps in Managing Complaint ‘Head-on’

Module 9: Increase Customer Satisfaction

• Doing the Extra Miles
• Enlighten Your Customers

Module 10: Build Customer Loyalty

• Connect with Customers Effectively
• Building Rapport
• Sense of Immediacy
• Reassurance

Module 11: Transfer Excellent Customer Service to Workplace

• Learning Review
• Personal Action Plan

Sarah Ng is a Certified Practitioner of NLP (Neuro-Linguistic Programming and former DJ for Several International Online Radi. She has earned highlighted skills and achievements as below: