Customer Service Excellence

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • Apr-29-2024

    Kuala Lumpur

  • May-27-2024

    Kuala Lumpur

  • June-24-2024

    Kuala Lumpur

  • July-29-2024

    Kuala Lumpur

  • Aug-26-2024

    Kuala Lumpur

  • Sep-30-2024

    Kuala Lumpur

  • Oct-28-2024

    Kuala Lumpur

  • Nov-25-2024

    Kuala Lumpur

  • Dec-30-2024

    Kuala Lumpur

Dates in Other Venues

  • Apr-22-2024

    Istanbul

  • Apr-22-2024

    Paris

  • Apr-29-2024

    Singapore

  • May-06-2024

    Singapore

  • May-06-2024

    Paris

  • May-13-2024

    Barcelona

  • May-13-2024

    Dubai

  • May-20-2024

    Amsterdam

  • May-20-2024

    London

  • May-27-2024

    Istanbul

  • June-03-2024

    Singapore

  • June-03-2024

    Paris

  • June-10-2024

    Barcelona

  • June-10-2024

    Dubai

  • June-17-2024

    Amsterdam

  • June-17-2024

    London

  • June-24-2024

    Istanbul

  • July-01-2024

    Singapore

  • July-01-2024

    Paris

  • July-08-2024

    Barcelona

  • July-08-2024

    Dubai

  • July-15-2024

    London

  • July-15-2024

    Amsterdam

  • July-22-2024

    Paris

  • July-22-2024

    Istanbul

  • July-29-2024

    Singapore

  • Aug-05-2024

    Paris

  • Aug-05-2024

    Singapore

  • Aug-12-2024

    Barcelona

  • Aug-12-2024

    Dubai

  • Aug-19-2024

    London

  • Aug-19-2024

    Amsterdam

  • Aug-26-2024

    Istanbul

  • Sep-02-2024

    Singapore

  • Sep-02-2024

    Paris

  • Sep-09-2024

    Dubai

  • Sep-09-2024

    Barcelona

  • Sep-16-2024

    Amsterdam

  • Sep-16-2024

    London

  • Sep-23-2024

    Paris

  • Sep-23-2024

    Istanbul

  • Sep-30-2024

    Singapore

  • Oct-07-2024

    Singapore

  • Oct-07-2024

    Paris

  • Oct-14-2024

    Barcelona

  • Oct-14-2024

    Dubai

  • Oct-21-2024

    London

  • Oct-21-2024

    Amsterdam

  • Oct-28-2024

    Istanbul

  • Nov-04-2024

    Singapore

  • Nov-04-2024

    Paris

  • Nov-11-2024

    Barcelona

  • Nov-11-2024

    Dubai

  • Nov-18-2024

    London

  • Nov-18-2024

    Amsterdam

  • Nov-25-2024

    Istanbul

  • Dec-02-2024

    Singapore

  • Dec-02-2024

    Paris

  • Dec-09-2024

    Barcelona

  • Dec-09-2024

    Dubai

  • Dec-16-2024

    Amsterdam

  • Dec-16-2024

    London

  • Dec-23-2024

    Paris

  • Dec-23-2024

    Istanbul

  • Dec-30-2024

    Singapore

Course Details

Course Outline

5 days course

 
 
The world of customer service excellence
 
  • Excellence in customer service and what it resembles.
  • Distinguishing how excellence in front-line customer service is delivered and controlled.
  • Evaluating the quality of the service that you offer.
  • Concepts of customer care and the customer decision procedure.
  • Models for managing customer care.
  • The psychology of customer care – an outline.
  • Managing criticism, controlling anger and aggression.
  • Comprehending what your customers say about you and your organisation.

 

Gaining a greater Comprehending of your organisation’s service delivery
 
  • The bond between customer service and reputation.
  • Analysing the proof for investing in excellent customer service.
  • Comprehending Porters Value Chain – how do you create value for your customers.
  • Who are your internal suppliers and customers?
  • What are the systems that help you all to deliver excellence to the customer?
  • Building lasting rapport with your customers – internal and external.
  • Creating a lasting first impression.

 

Communication masterclass

 

  • Accomplishing perfect communication.
  • Powerful listening and addressing techniques to understand what customers need.
  • Typical customer behaviour patterns
  • Body language secrets that show how others are thinking and answering to you.
  • Lenses or filters to communication.
  • Communications Types.
  • Using perceptual positions to understand your customers’ ideas.
  • implement communication channels to increase engagement.

 

Managing the delivery of customer service excellence
 
  • Delivering a cutting-edge customer experience.
  • Building up a customer strategy – planning for an interactive business relationship.
  • Change management of processes, metrics, incentives and skills to deliver the customer experience.
  • Benchmarking to accomplish competitive differentiation.
  • Setting up internal information supply streams that flow through and around the organisation.
  • Knowledge management as a customer service tool.
  • Using a performance management structure.
  • Coaching – a tool for self and others.
  • Influencing exercises.

 

Action planning to achieve customer service excellence
 
  • Building up a plan to deliver excellence.
  • Introducing your plan to top-tier management.
  • Assertiveness and what it means.
  • Handling difficult people in an assertive way.
  • Keeping up high standards of customer service.
  • Reviewing the service that you offer and reacting accordingly.
  • Embracing change for the benefit of all.
  • Personal development planning.

Course Video