Delivering Service Excellence

Customer service is an integral part of every organization.  Because of rising customer expectations, delivering excellent service is no longer a choice but a necessity. Equipping your frontline staff with the skills to create a quality and memorable experience for your customers is an investment that will go a long way to enhance customer satisfaction and your organization’s image.

In this workshop, you will learn the approach to customer satisfaction, how to manage your own emotions and deliver professional and personalized service, and treat customers as unique individuals with different needs and expectations.  It includes the techniques and skills to find out and respond to each customer’s needs and expectations, reduce customer’s negative feelings and heighten customer’s positive feelings towards your organization.  Finally, you will learn how to satisfy customers in comfortable and difficult conditions as well as apply the five A’s of service recovery.

Target Audience

This workshop is recommended for frontline staff and supervisors who interact with your internal and external customers, whether on the phone, email or face-to-face as well as anyone who requires the essential techniques and skills to provide excellent customer service.

Introduction to Delivering Service Excellence
Managing Myself – the Service Provider
Identifying Customer Condition and Establishing Rapport
Determining Customer Needs and Expectations
Effective Communication Techniques
Meeting and Exceeding Customer Needs and Expectations
Satisfying Customers in Comfortable and Difficult Conditions
5 Steps of Service Recovery
Summary and conclusion

Check and Dowload our Calendar for the Next Training Schedule for this course


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Enrolled: 0 students
Duration: 2 days
Lectures: 9




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