About this Course

Course Description

This workshop is designed to equip employees with the skills to want to serve customers with passion!! Participants learn and apply skills and techniques to provide excellent customer service and manage unreasonable customers without offending them. This workshop also teaches participants to apply effective telephone techniques.

This workshop is suitable for employees whether they serve external customers, or internal customers, i.e. fellow colleagues in other departments within the organization.

What You Will Gain

Participants will be able to apply outstanding customer service in their workplace

Learn techniques to deal with unreasonable customers

Who Should Attend

Front line staff, clerical staff, secretaries, personal assistants.

Course Outline

• This course brings the participants through the following practical steps:
  
• Service Excellence Overview
  
• Make Service Start With You
  
• Managing emotionally-charged unreasonable customers
  
• How to say ‘No’ to unreasonable requests
  
• Telephone techniques
  
• Participants apply principles and techniques learnt through scenario role plays and case studies. Lots of team discussions and presentations.
  

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