CUSTOMER SERVICE EXCELLENCE is designed to help participants to equip with practical psychological techniques to enhance customer experience. By the end of the programme, participants will be able to:
1. Operate at the right mindset of Service to aid customers, resolve issues and deliver service with passion and positivity.
2. Acquire tools and techniques on developing the sense of connection with others in order to create positive relationship and influence.
3. Promote the use of active listening skills to enhance customer service experience so that customers will feel appreciated, recognized and being heard.
4. Utilize model to resolve customer complaints so that employees can follow the same flow and structure.
5. Present and articulate with clarity on benefits, introduction of items, mechanism and value proposition so that customers can better understand the purpose of purchase.
I’ve learnt how to read customer’s behaviours better and how to approach customers in different service situations to provide outstanding service experience. It was a great training that would be the perfect guide to service executives in their early stages!
I enjoyed the whole session. Wesley is full of energy throughout the training. I’ve learnt that energy and optimism is so important to keep ourselves positive and productive at work. This session encourages me a lot to get out of my comfort zone.
Wesley was able to maintain and inspire us with his energy throughout the entire training. He was also able to connect, relate and engage the lecturers with his activities and personal experience. He truly understood and delivered the training needs perfectly.