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PR & Customer Service
Certified Customer Service Professional
REF: PR1881 DATES: 10 - 14 Jun 2019 (One Week) VENUE: Malaysia (Kuala Lumpur)-Grand Millenium Hotel
Overview:
Program Objectives:
By the end of the program, participants will be able to:
- Understand the importance of a customer service culture in a competitive environment.
- Practice the techniques of managing customer expectations and delighting customers.
- Define the process of managing a customer complaint system.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
This Program is designed for:
Managers/Supervisors and customer service staff. This program is worth 25 NASBA CPEs.
Program Outline:
Customer Service The Role of the Customer Service Executive - The Principles of Customer Service
Principle Foundation of Superior Customer Service - Strong Relationship
- Superior Service
- Professional Behavior
A Profile of Different Customer Personalities - Ways of Dealing with Them
Managing a Customer Complaint System - Types of Customer Complaints
- Handling Complaints: Process and Behavior
- Complaint Management Standards
- Elements of a Complaint Management System
Attaining Customer Satisfaction through Quality Measures - Components of Quality Service
- Elements of the RATER Model
| | Managing Customer Expectations - Strategies and Actions to Delight Your Customers
Strategies for Service Recovery from a Major Crisis - Analyzing the Reasons for the Crisis
- Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Developing a Customer Service Culture within Your Organization - The Mindset and the Toolset
- Polishing Your Perception Points
- Keeping Track of Service
Effective Communication with Customers - Active Listening
- Overcoming Barriers to Effective Communication with Customers
- Reading the Body Language of Customers
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COURSE DATES10 - 14 Jun 2019
COURSE DurationOne Weeks
COURSE REFPR1881
VENUE Malaysia (Kuala Lumpur)
AddressGrand Millenium Hotel