Service Excellence

The customer revolution is here to stay. As products and services become more and more alike, the competitive edge comes from the experience the customer has with your organization. Service excellence goal is to maximize those experiences, so he or she will be able to encourage others to do the same.

The real magic in service delivery comes from discretionary efforts, where your staff uses their initiative to go beyond their normal job descriptions. Also participants will be more create and do some extra things to impress customers. This service excellence training course uncovers the secrets and strategies of building a business based on improve and gain the outstanding levels of customer services and customer satisfactions.

Duration: 1-day session

Key Objectives:

• Know how to impress the customer in excellent service
• Manage the customer encounter
• Identify and understand customer needs and wants
• Build positive expressions toward company image

Agenda:

Module 1: Customer Service Principle
Module 2: Enhancing customer satisfaction
Module 3: Building the great experience
Module 4: Communication for excellence service

Topic Addressed:

• Identify customers’ needs and wants and recognize the
  importance to the customer’s perception of service excellence
  
  
• Recognize the importance of using positive language with
  customers to help in meeting the customer’s functional and emotional needs
  
  
• Use a structured active listening technique to gain
  a full understanding of the customers’ emotional expectations
  
  
• Recognize how the use of empathy with customer helps
  in developing positive relationships that lead to enhanced customer loyalty

Primary Results:

Service Excellence program is to encourage and motivate participants to adopt positive customer service behaviors
that meet both the functional and emotional needs and wants of customers, leading to increased customer loyalty
and long term business growth.