Service Aces: Serve Better and Win A Customer Service Workshop

DATE(s): July 25, 2017 & July 26, 2017
VENUE:
EITSC Training Hub 19F Philippine AxaLife Center, Sen Gil Puyat cor Tindalo St., Makati
Trainings

Course Description:

“Business is very much like tennis. Those who don’t serve well end up losing.” It’s a dog eat dog world out there with various companies going after the same customers. Eventually and over time, products and services will increasingly be similar. This “me too” mentality among organizations highlight the need to set one’s self apart via a reliable and fail-safe method: BETTER CUSTOMER SERVICE.

Given changing customer expectations, doing a good job is no longer good enough to separate one from the pack. The prize will go to those who create new frontiers. The edge is customer service superiority; service that DELIGHTS while ensuring that the basics are consistently delivered.

But this doesn't happen by accident. It requires knowledge, commitment, and effort; a willingness to accept that the customer is the most important person in any organization. We should establish ourselves and our companies as reliable; both internally and externally. We then project that image to our customers, our competitors, our communities, and to the public at large.

Course Objectives:

By the end of the workshop, the participants will be able to deal more effectively and more confidently with customers (both internal and external) in a variety of transactions.

Specifically, participants will be able to appreciate the importance of providing value added service to customers, clarify their role as service front-liners and their impact on customers. Improve interpersonal skills in face-to-face and over-the phone transactions, and deal more effectively with difficult customer requests and complaints. A special section deals on service recovery: how to turn an unpleasant customer experience to a positive one.

Who Should Attend:

This training session is best suited for employees, mostly front-liners - but also some back-room personnel - who have regular customer interface. Customers may be internal or external.

Course Content:

  • Introduction
  • Customer Service Evaluation
  • Challenges in Customer Management and Why it Pays to Please
  • Keys of Customer Service
  • Loyalty Drivers and Value-Added Services
  • Building a Service Personality
         a. Communication skills
         b. Building Rapport
         c. Working Styles Theory – how to identify and deal with different types of customers
  • Telephone Techniques
  • Internet-based Transactions and Establishing Online Rapport
  • Satisfying the Needs – Customer Service Do’s and Don’ts
  • Customer Profile Sheets
  • When you have to say “NO” to customer requests
  • Handling Difficult Situations and Irate Customers
         a. Face-to-face
         b. Via e-mail
  • Service Recovery
  • Self-Management. How to keep yourself positive and upbeat despite the challenges of the job

Tariff: 
Php 11,000 - ECCP Members
Php 11,500 - Non Members

CLICK TO DOWNLOAD REGISTRATION FORM

For confirmations and more information,
contact Ms. Jasmin Runez, at +63 845 1324
or email jrunez@eccp.com