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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