CS: Leadership Development Programme: Customer Service

Course Outline

  • To discover the Greater Purpose and Passion to build Customer For Life (Recognize, Request, Respond & React – (4R’s)
  • To support Organization to Develop a Great Customer Experience Frame Work to increase the quality of their services through internal know how & Strategic Knowledge
  • Using Design Thinking as a Powerful tool to Develop Wonderful Touch Points for Ultimate Customer Experience
  • To Develop a Great Relationship with customers by providing them Effortless Customer Experience
  • To inculcate the spirit of a Mental Warrior and learn to Handle Challenging Situation Effectively by applying the “Win-Win” Concept
  • To instill the Giver Attribute and develop them to be a bigger contributor to the growth of the organization.
  • To Unite the team as ONE by building a sense of fellowship, common interests and commitment to the accomplishment of the team’s objectives (VISION, MISSION & CORPORATE VALUES)

Course Duration

2 Days

Delivery Format

Classroom

*This class is subject to confirmation, a minimum of 10 pax/class is required.

Goals

This course will prepare you to:

  • understand the unique value contribution
  • develop their communication skills using the 4 Arrows of Power Communication
  • understanding the Real Mindset & Expectation of a customer
  • handling personal emotions when managing difficult customers
  • help participants to discover what’s most meaningful to them in work so that they are able to contribute their best to build a successful team
  • measure Your Customer Experience Performance Level by identifying the Ultimate Process

Audience

  • Customer service personnel

Content

  • Passion For Excellent Customer Service
    • To help participants to understand the unique value contribution of each member in an organization
    • Develop self-driven attitude
    • Understanding the mindset of customer service performer
    • a high-performing individual understands his/her goal and is passionate about giving the best service
    • Applying the virtue of persistency by being determined in providing extraordinary service
  • Power Communication to Create Effective Result
    • Understanding what a REAL communication is and why is it important. Communicating is a continuous process when working in the service industry
    • Participants will be able to develop their communication skills using the 4 Arrows of Power Communication
    • Apply 5 simple communication success skills to build rapport with customers and to avoid ineffective outcome caused by lack of information or clarity
  • New Mindset of Customer Effortless Experience Beyond Customer Delight or Engaging
    • Understanding the Real Mindset & Expectation of a customer – Make it easy for them
    • Conquering the new battleground for client loyalty by offering them effortless experience that is beyond customer delight or engaging
    • Understanding and 5 tips in creating “Effortless Experience”
  • Managing Our Emotions with Difficult & Different Type of People
    • Effective methods for emotional self-control (EQ)
    • Managing the emotions of irate customers
    • Handling personal emotions when managing difficult customers
    • Process Vs Performance Challenges
  • Personal Transformation to Achieve Group KPI
    • “Making A Switch” as a daily goal to experience a real personal transformation.
    • To help participants to discover what’s most meaningful to them in work so that they are able to contribute their best to build a successful team
    • Team Motivational Empowering Techniques provide the realization to each participant that they do not just perform for themselves, but for the development of a successful team
    • Readiness to adapt and accept that challenges is part of transformation
    • Be committed to switch and motivate others to switch to create a dynamic working environment
  • Customer For Life Project
    • Driving The Culture of Promote, Promote, Promote.
    • Study your Customers Buying Pattern
    • Measuring Your CX Performance Level by identifying the Ultimate Process
    • Your Selling Style which creates the Desire to buy from you.
    •  I am my Customers Best Friend.
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