Customer Service Training Workshop

1. ONE OF THE TOP 3 COURSES OF LEARNING AVENUE PH
2. VIRTUAL TRAINING AVAILABLE WEEKLY - We will adjust with your schedule availability
3.AVAILABLE FOR ON-SITE TRAINING AND PRIVATE WORKSHOPS
* We also offer ONE-ON-ONE training for individuals*

I. COURSE RATIONALE

It takes months to find a customer... seconds to lose one."
Vince Lombardi

There is one thing that successful companies need to do to ensure that customers want to come back and do business with you. It is not just product quality. Neither is it a good branding and marketing.

The key is to deliver Customer Service Excellence that will lead to a memorable customer experience. Today, customers have their fingers in search engine on a daily basis. Your competitors are just a click away.

The next battleground is customer experience, not just service. How? It’s about delivering a unique, unforgettable customer experience. It is all about creating loyalty from your customers and furthermore, generating advocates who will spread positive word-of-mouth for your business.

This training is designed to create a growth mindset, increase productivity and contribute more to the working relationship with management and colleagues in the workplace.

This will greatly help the individual's journey on how to become an effective and efficient contributor that will produce results for the company.

The training course is full-packed with lessons that work, self-analysis, and key takeaways that will help the participants understand not just the concept but how to truly apply it.


Learning Course Outcomes
-Help your team to have a customer-centric mindset
-Equip your team with the service standards
-Help your team recognize substandards and have a plan of action
-Prepare your team to manage different customers and handle customer complaints effectively

What's in store for you?

• High-caliber content
• Interactive program
• Sample Presentation Videos
• Role play
• Case Studies
• Coaching and Feedback sessions

Module 1: Customer Service Defined

• Who are your customers (Internalandexternal)
• Customer servicedefinition
• Customer service vs.Customer excellence
• Understanding custome expectations
• Why do customers leave?
• Five elements of customerservice

 

Module 2: Customer Experience

• Moments of truths
• Basic steps in customer service(Creatingagoodandlastingimpression)
• Identifying the customer’s needs
• Meeting the customer’s needs
• Understanding the customer’sproblem
• ASSESSMENT:What is your personality type?
• Understanding the four different customer personality types
• The right response to the different personality types

This module includes a case study to strengthen customer experience mindset.

Module 3: Adapting to Different Customer Personalities

 

Module 4: Telephone and Email Courtesy

• Building Rapport
• Telephone etiquette
• Project  a Positive Image Using Your Voice
• Understanding netiquette
• Examples:chat or e-mail

 

MODULE 5: Recovering Difficult Customers

• Understanding the difficult customers
• De-Escalating anger
• Why do customers complain?
• Handling customercomplaints professionally online and offline
• ACTIVITY:WORKSHOP ROLEPLAY

Training Price (2023 Pricing)
Less than 10 participants - P1,500 per participant
10-20 participants - P1,200 per participant
21- above participants - P1,000 per participant

Trainer Pia Minet DC Jamarie is passionate about training and all that comes with it. She feels  that this is her purpose in my life and with this overflowing passion,  she is determined to help people reach their full potential. She  encourages her trainees to be the best version of themselves.

She finished BS Hotel and Restaurant Management in UST and  worked in the food service industry and gain relevant experiences in leading, managing, and training people.

Additionally, as a People Developer she was able to manage and coach people in the BPO industry  where she gained wealthy experiences from previous employments  in known  companies such as JP Morgan Chase and Co., HSBC and Accenture. Her last position in the BPO industry was a Training Manager and she recently finished her Training Strategy project at Johnson and Johnson Philippines.

Her training experiences for the last 12 years is composed of Corporate Training, Freelance leadership and personal development Training, workshop and event talks.