Aim

Globally poor customer service has been one of the reasons for the collapse of organizations and companies. A well-handled customer can bring more customers to your organization with less costs and a customer with a bad memory is likely to tarnish your image and even reduce your profit.
We need to understand that for any frontline employee to be able to provide world-class customer service to external customers depends much on how he or she works with internal (fellow employees) customers. This course has been designed to equip both front-line and back-office employees with an interest to enable them to provide world class customer services. The short course training will help participants to build their capacity in face-to-face communication, telephone communication, handling of customer complaints, customer questioning technique, and listening skills. The course will cover theoretical and practical skills with a focus on treating a customer as a profit ‘generator’.

Intended Learning Outcomes

By the end of this course, participants should be able to demonstrate an understanding on

• What is poor and excellent customer services
• Telephone etiquette for answering and making phone calls
• Art of communication skills
• Building rapport with clients
• Questioning and listening skills
• Handling customers order effectively and efficiently
• Letting customers know that you are working on his/her issue
• Taking ownership
• Handling customers complaints positively

Mode of Presentation

• Lecture
• case study
• class activity