About this Course

Objectives 

After the course, participants will be able to:

• Feel motivated to provide excellent customer service to customers, whether on the phone, at the counter or through writing (i.e. letters, emails, etc)
  
• Communicate effectively to provide good customer service
  
• Adopt a positive attitude towards handling customers, willing to go the extra mile for customers
  
• Exceed customers’ expectations/ needs instead of merely meeting their needs
  
• Practice service recovery effectively
  
• Apply the “No Wrong Door” Policy in their customer interactions
  
• Handle Difficult/ Angry customers or Customers’ Complaints
  
• Portray a professional image whether in speech or dressing
  

Course Outline

• Obtaining the proper mindset for Customer Service
  
• Using appropriate words and actions
  
• Apply empathetic listening skills
  
• Taking Steps to handle difficult customers and unexpected situations
  
• Projecting a polite and professional image
  

Course Duration

2 Sessions * 8hrs (9am – 5pm) = 16hrs

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