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Delivering World-class Customer Service

While many companies promise an incredible customer experience, some are better at delivering them than others. The connection you build with your customers must become memorable experiences in the customer’s mind and perception. You want to develop a customer hunger for your style of service and caring that brings them back again and again.

This is the case in any sector – from small organizations, large corporations to government agencies, a customer wants to get the most of his dollar and this requires more than just a good product. For a complete experience, a world class customer service is equally necessary. Only when the two coexist, will the experience be one to remember – one that promises repeat business and positive word of mouth.

This 2-day intensive workshop entitled ‘Delivering World Class Customer Service’ is specifically designed to teach participants the nuts and bolts of world class customer service and will also serve as a refresher course for those who have been previously trained. Learning-by-doing is the key to this workshop. Rather than filling these 2 days with purely lecture based content, the training will consist of a lot of activities and role-plays that will effectively impart the relevant knowledge and skills needed to ensure that the customers experience world-class service.
Learning Objectives

This Programme is aimed at equipping delegates with world-class customer service skills. Key areas of focus for this training:

  • Delivering World-class Customer Service – how can we get there
  • How to make a good impression in shortest possible time
  •  Anticipating issues/problems and acting on them
  •  Importance of Communication – guests, superiors & colleagues
  •  World-class Front-Line Grooming / Positive Posture Body Language
  •  Handling Complaints Professionally – Key Points
  •  “Magic” phrases/words to use for every customer service personnel Delivery Format
  •  Mini lectures
  •  Interactivity and Group Discussions
  •  Videos
  •  Story-telling and Case Studies
  •  ‘Live’ Role Plays

Program Duration
2 days (9:00am to 5:00pm)

Customised Training

There are times that companies require customised training programs specific to their company or a specific department within the company. In these cases, I provide consultation and analysis of the company’s needs in order to provide a tailor-made program that will address and resolve the company’s particular needs.

These programs can be done in the form of workshops or team building events. Team building events are now becoming an essential part of employee development. Team building activities go a long way to achieving better workplace relationships that positively impact on company processes and goals.

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