About this Course

As the main representatives of your business, it is essential for your service staff to possess the essential skills and knowledge to respond to tricky situations.Applying the appropriate communication techniques would assist staff in overcoming service challenges. Program Highlights:

Identify potential causes of a problematic situation, which may lead to unsatisfied customers

• Understand factors leading to service challenges and unsatisfied customers
  
• Respond to feedback/complaint to alleviate the situation
  

Handle customer’s feedbacks in accordance with specific organisational guidelines

• Service recovery procedure and techniques to bring about the ideal service recovery outcome
  
• Principles of effective verbal and non-verbal communications
  

Escalate unresolved feedbacks and complaints in compliance with organisational guidelines

• Mandatory information that needs to be captured during escalation of unresolved matters
  
• Channels to capture service challenges information and how to mediate them
  

Training Delivery Methodology

• Mini lectures – to succinctly explain the concepts and theories
  
• Interactive activities: Group participations and discussions on knowledge and procedural process.
  
• Group and individual exercises for practical activities
  
• Independent learning sessions to practise skills and evaluate own progress based on case studies involving extensive trainee participations in order to ensure maximum understanding
  

Duration

2 days

Who Should Attend

Service Crew, Store Advisors, Customer-facing Staff, Call Centre Officers, Customer Service Representatives

Certificate

Participants who successfully complete the course will be awarded a Statement of Attainment.

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