Diginovation | Syllabus
Driving Excellent Customer Service
This Driving Excellent Customer Service program covers the essential customer service techniques enabling you to identify your customer's needs and provide a level of service that ensures loyalty and increases business. This program also covers essential customer service skills so staff can deliver world-class standards of service on a consistent basis. It is highly participative, trainer-led and features a variety of learning activities to help staff develop their skills and enhance their performance in the workplace.
Program Details
Durations
The program is a 3-day intensive training class.
Method of Delivery
This program will apply different methods of delivery to ensure the optimum absorption of the material, such as interactive lectures, group discussion, and case study analysis.
Who Should Attend?
This program is specially designed for those who interested in gaining customer service core competence and knowledge to deliver excellent services.
Program Objectives
After completing this program, participants will be able to:
- Identify what your organization has to offer customers
- Understand who your customers are, what they need and what they expect
- Identify the key elements of customer service excellence
- Create a positive impression and enhance the image of your organization
- Communicate and establish a rapport with customers
- Choose appropriate behavior for different customer service situations
- Work with your colleagues to deliver excellent service on a consistent basis
- Deal effectively with situations where customer expectations have not been meet
- Identify methods of promoting your organization and help achieve more business
- Review your performance and plan for customer service improvement
Examination Details
Duration
3 Days
Format
-
Level
-
Passing Grade
65%
Program Modules
The customer experience
Topic Covered
- Introduction
- Why are we are ?
- Your experience of customer service strategies