How to Improve Customer Service Professionally
Customer service has become an increasingly important part of society. If customer service and customer satisfaction is an integral part of your business, this seminar will be helpful to your team and customers.
This seminar will concentrate on new strategies, knowledge, skills, techniques and expert guidelines to improve customer service for the long term.
Tailored for new staff to experienced customer service representatives, this course could be your answer to meeting the increasing demands and expectations of customers today.
This seminar also includes skills and techniques used in Japan - known for very high quality customer service.
Detail
| Date: | |
| Duration: |
0.5, day(s) 2:00PM - 6:00PM |
| Fee: | $148.00 |
| Venue: | Marketing Institute of Singapore Room 204, 10 Raeburn Park, Block C #01-33 Singapore 088702 |
- Fees are subjected to prevailing GST of 7%
For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg
*First 10 participant to register will receive a free autographed book by Juri Yoshida titled Increasing Sales Through Relationship Marketing. Valued at $25.
Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.
Outline
A. Customer Service Skills
Long Term Customers - How to Build Loyal Customers
Personalising Service - The Human Element
Effective Communication
Meeting Consumer Behaviour and Expectations
B. Customer Service Satisfaction Process
How to Express Respect
Open Minded Listening Skills
Questioning Skills
Understanding the Customer Skills
Solution Based Customer Service
Customer Satisfaction
Feedback System
C. Dealing with upset customers.
How to Apologize effectively
How to Communicate to angry and abusive customers
How to deal with angry customers.
Reducing stress
Role play and practice
D. Improving Customer Service
Standard checklist on improvement.
Class Discussion
Kaizen Improvement System and Customer Service
Facilitators
Facilitator: Juri Yoshida
- Director of NavExpress (Since 2001), an International Marketing Consulting Group based in Australia, UK, USA, Japan and Singapore.
- Vice President of Psycho Genomics Research Institute (Since 2003), a cancer and psycho-genomics research organization based in Australia.
- Member of the Australian Institute of Training and Development
- Accredited Trainer and Assessor in Australia.
Juri Yoshida is an experienced trainer and business marketing consultant, author and public speaker. Clients include SingTel, Olympus, Shell Petroleum, Panasonic, AIA, Goodrich, NTUC, ST Engineering, K Box Karaoke and other Singaporean firms as well as Fortune 500 firms.
He is also a former Radio Presenter in Sydney.
Objectives
Outservice your competition in Customer Service.
Exceed customer expectations and encourage repeat business
Through improved customer service incraese word of mouth recommendations.
Improve staff retention through more satified customers.
Make your customers feel important and appreciated.
Remain calm and win over angry and abusive customers.
Use convincing expressions and actions that earn customer's trust.
Continuosly improve Customer Service
To improve customer service levels
To retain staff and attract high quality staff.
To increase repeated business through improved customer service.