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Type: Other
Achieving Service Excellence Workshop
When
Where
88 Yee Wo St, Causeway Bay, Hong Kong
Organiser
Communications Engineering Ltd
Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three.
This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide.
You will also take away guidance notes and templates to use, to help you assess your behaviour when working with your customers.
Objectives
Upon completion of the workshops, participants will be able to:
1. Understand the importance of customer service as part of the overall organization development
2. Apply the critical skills in handling customers effectively and achieve higher proficiency & productive results at work with following an effective customer service process
3. Acquire telephone communication ski lls in meeting with different types and conditions of Clients
4. Enhance their competence to provid e service and handle difficult customers & complaints in professional and effective manner
5. Apply emotional intelligence (EI) in energizing self at work
Methodology
Lecture, self -assessment, role play & feedback sessions, individual and group exercise, plenary discussions, experience sharing and real case discussion.
Designed for
Frontline Customer Service Staff or related service providers
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