Introduction
The Enhancing Customer Service course will help participants to appreciate the importance of focusing on customers both internal and external. To know what motivates your customers and how to go beyond good to excellent service. The main emphasis of the programme is communication and how effective communication can ensure the establishment and maintenance of excellent customer service. Through case studies, video presentation and discussion, participants will be introduced to the principles of exceptional customer service
Course Objectives
Course Objectives
- To identify and understand our internal and external customers and their needs
- To know what motivates customers to respond positively
- To understand how our interpersonal skills affect our customers
- To appreciate the barriers to effective communication with customers
- To learn and apply the principles of exceptional customer service
Course Outline
Course Outline
- Identifying Your Specific Customers
- Identifying Customer Needs (Group and individual exercise)
- How Customers Interpret Us
- Video on Enhancing Customer Service
- Personal Encounters (negative and positive examples)
- Communication skills (writing skills including use of positive language and etiquette for letters and e-mails)
- Listening and Speaking to enhance customer relations (Includes telephone techniques)
- Qualities of a good service provider
- Video (Highlighting customer skills)
- Action plan for Better Customer Service
Methodology
- Lecture/Small Group Discussions
- Questionnaires/Self evaluation
- Videos/Discussion of learning points, Analysis of given scenarios
Who Should Attend
Who Should Attend
- Executives, frontline staff dealing with the customers on a daily basis
- Anyone who wants to enhance service to internal and external customers
The Trainer
Trainer’s Profile
James Suresh has successfully transformed his career from being an officer in the armed forces for 15 years to being a best selling author and co-creator of comic icons including Mr Kiasu and later setting up his own PR and Training consultancy. Through these changes he has moved from success to succes and has been recognised and received commendations for his contributions to the community for various initiatives including promoting kindness and neighburliness. He embraces change and believes that if everyone can learn to anticiate and adapt to change we can not only survive but thrive in a changing world.
