Hilson Yeap
Course Contents:
- Understand the importance of excellence customer service to improving your business
- Gain insights into the needs and expectation of customers
- Define the customer service process and foster a service culture in a company
- Identify your product service knowledge and learn the necessary level of product service knowledge that is require for excellence customer service
- Recognize and improve the core skills for excellence customer service skills – communication and organizing skills
- Understand the importance of your first encounter with the customer and impress them by immediately building good rapport with them
- Develop effective listening skills and questioning techniques to obtain useful information from the customer
- Respond appropriately to various customers
- Adjust customer expectation when necessary, and work towards solutions
- Identify the common causes of customer’s upsets and avoid behaviors that irritates them
- Use proven framework to calm upset customer
- Build your confidence in meeting with future customer service challenges
- Extend your professional skills and add your career value