EXECUTIVE TRAINING PROGRAM

PROGRAM TITLE

Effective Customer Service Skills

OBJECTIVE

At the end of the workshop, everyone who participates will be better able to understand the concept of providing effective customer service as well as deliver great customer service that adds value to the company and the customers

CONTENT

  • Concept of effective customer service

  • How to develop a positive service attitude

  • Understanding customers' needs, wants and expectations

  • Face to face communication skills styles, words, voice, cues, clues, sign , signals, face & body language,

  • Effective speaking & listening

  • Strokes, pacing and rapport

  • Aggressive, Submissive & Assertive

  • Facts, assumptions and opinions

  • Problem - and solution centred approach

  • Customers attitudes and how to handle them

  • How to handle various customer service situations, including customer complaints

DURATION

  • Standard version : 4 (four) days

  • Short version : 2 (two) days

METHODOLOGY

  • Lectures

  • Discussions

  • Individual and group exercises

  • Case studies

  • Activities

RECOMMENDED PARTICIPANTS

  • Customer Service Personnel

  • Marketing & Sales Personnel

  • All those who need to improve their customer service skills

Consulting Services

Management Audit
Strategic Management
Organization Development
HR Management
Marketing
Customer Service

Training Services

In-house Training
Public Workshops

Business Services

Interim Management
Corporate Services
Executive Recruitment
Project Management
Procurement Services
indonesia management, indonesia training, indonesia training providers, indonesia training consultants, news, konsultan, pelatihan, artikel, manajemen,indonesia management, indonesia training, indonesia training providers, indonesia training consultants, news, konsultan, pelatihan, artikel, manajemen,indonesia management, indonesia training, indonesia training providers, indonesia training consultants, news, konsultan, pelatihan, artikel, manajemen