Customer Service Management
COURSE OBJECTIVES
- Develop foundational skills in identifying the customers’ unique needs, using active listening and other modes of communication.
- Know the basics of handling difficult customers.
- Develop the etiquette needed for written and spoken ways of addressing complaints.
- Formulate a working plan based on learnings.
COURSE OUTLINE
- Module 1 & 2
– Customer service and other terms defined
– Foundational skills needed for a Customer
– Service Agent/ Frontliner/ Service Personnel or anyone who interacts with a customer
- Module 3
– Identify your Customer
– Identify a customer’s expressed and unexpressed needs.
- Module 4
– Coping with Challenging Customer
- Module 5 & 6
– Discussion on functions and responsibilities of Quality Control
- Module 7
– Writing the Customer
- Module 8
– Sample questions for the customer satisfaction survey
- Module 9
– Structuring Teams for Issue Escalation
- Module 10:
– Tips and tricks
LEARNING METHODOLOGY
Lectures, Exercises, Group Discussions
TARGET PARTICIPANTS
Front-line Officers, Customer Service Officers, Customer Care, Quality Assurance Officers
REGISTRATION:
Online webinar: Php 10,000 +12% VAT
Face-to-face seminar: Php 12,000 +12% VAT
Training e-certificate and handouts will be provided.
Payment for this webinar can be made through Paypal, Credit card, or Bank Transfer. Our accounting will send you a statement of account upon receipt of your registration form.
Upon receipt of payment, the webinar link will be sent to the email address you indicated in the registration form.
REGISTER NOW!
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