Descriptions
Knowing your customers will help you understand their characters, needs, and expectations. Helping them with this knowledge will boost their satisfactions from your service, which at the end will lead to loyalty.
Service mind in action means accurately and insightfully provide customers what they really need.
Having service mindset means having the natural inclination to continually evaluate how responsive we are in serving them.
Duration
2 days (16 hours)
Schedule:
24-25 November 2016
29-30 August 2016
2-3 June 2016
14-15 December 2015
1-2 October 2015
(click for more info or to register)
Target Audience
Superintendents, Supervisors, and Staffs of:
- Front-liners;
- Sales;
- Customer service.
Training Objectives
- To believe in consistently providing positive ‘Moments of Truth’ to our customers;
- To understand the concept of service mindset;
- To practice the skills for providing an excellent customer service.
Course Outline
- The WHY
- Why we need to understand the real needs of our customers;
- The WHAT
- What is customer;
- What is service mind;
- What is ‘Service mind in Action’ through HEART framework:
- Hear out;
- be Earnest;
- Ask the Right Questions;
- be Realistic; and
- Take Action;
- What is the Customer Loyalty Grid;
- The HOW
- How to execute service mind;
- How to handle customer complaints;
- How to apply HEART framework;