Minggu, 12 Agustus 2012

Effective Customer Service Skills


PROGRAM OBJECTIVES
To provide participants with practical integrated set of skills for effectively interacting with external & internal customers.  At the end of the workshop, everyone who participates will be better able to:
  • Understand the concept of effective personal service
  • Provide superior personal service and achieve superior customer satisfaction level
PROGRAM CONTENT
  • Concept of effective customer service
  • How to develop a positive service attitude
  • Identifying and understanding customers’ needs, wants and expectations
  • Communication skills; listening, speaking, questioning, choice of words & tone, body language
  • How to do pacing and mirroring to establish rapport
  • How to be assertive
  • Problem – and solution centered approach
  • Customers attitudes and how to handle them
  • How to handle different customer service situations
RECOMMENDED PARTICIPANTS
  • Customer Service Professional
  • Sales & Marketing related officers/ managers & supervisors
  • Bank Officer/Credit Analysis who handle customers
  • Those groomed for above positions

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