Customer Service for Front-liners
Details
All organizations – whether big or small – need to be customer-centric. They need to provide customer service that is excellent.
As the first person that customers interact with, service representatives have a critical role in ensuring that every customer has a highly satisfying experience with a product or service. They are the ones who have the opportunity to make a great first impression which can result to a sale and eventually repeat business and loyalty.
In today’s highly competitive market, excellent customer service is what makes successful organizations stay ahead in the game.
This 1-day training program is aimed at helping front-liners learn the basic principles and techniques for providing exceptional customer service. Through exercises and group activities, they will have the opportunity to practice essential skills. This method will ensure skill transfer to their jobs and return on training investment for their organizations.
By the end of this workshop, participants must be able to:- Develop a customer service mindset;
- Know more about the profile of their customers;
- Determine how to deal with difficult customers;
- Establish proper e-mail and telephone interaction with clients; and
This program is perfect for professionals who have direct contact with customers.
- Sales & Marketing Associates
- Customer Service Representatives
- Receptionists
- Front-liners
- Store Clerks and Cashiers
Outline
I. Introduction
A. What is service excellence?
B. A customer service mindset
II. Meet the customer
A. Internal and external customer service
B. Types of customers
C. Customer expectations
III. Interacting with the customer
IV. Dealing with challenges: Service recovery
V. Telephone and email interaction
VI. Personal effectiveness and professionalism
Special Offer
Take advantage of discounts!
Early Bird Discount: 3% Off to First 3 Paid Attendees
Group Discount: 5 Paid Attendee + 1 Free
When you choose Compass Center for Leadership, you will discover a genuine learning partner. We focus on helping your organizations succeed and we encourage leaders like you on your personal leadership journey. As our valued partner, you will join a network of leaders who are changemakers and innovators. You will make a positive impact in your personal and career development as well as in leading positive change in communities.
In collaboration with people-oriented and socially-conscious organizations, we design and deliver the most revolutionary leadership development experiences to equip and enable as many leaders as possible.
Our leadership and management development programs enabled and equipped thousands of private and public sectors leaders – and individual professionals with entrepreneurial spirit.
We also bring together leaders in a learning space where they can learn from each other and collaborate so they can drive change and deliver results that matter.
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