Diginovation | Syllabus

Service Excellence for Front Liners

This program teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills can significantly improve customer satisfaction and brand royalty. This helps the business to retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.

Program Details

Durations

This program is a 2-day intensive training class.

Method of Delivery

This program will be consisted of interactive presentation by instructor, group debriefs, individual and team exercise, behavior modeling and role-plays, one-to-one and group discussion, case studies and small projects.

Who Should Attend?

The training program is designed to equip front-line staff, customer service representatives, and other professionals who regularly interact with customers, enabling them to provide superior service, impeccable treatment, and an exemplary customer experience.

Program Objectives

By the end of the program, participants will be able to:

Read well the needs of the customers and come up with propositions to meet those needs
Maintain a sustainable long-lasting relationship with its customer base
Exceed customer expectations by designing personalized experiences for the customer
Find innovative ways to add value for the customer through customer service
Develop a better communication channel with customer that provides for an effective feedback system and follow-up
Recognize customer complaints as a way to improve their functioning
Develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce
Enhance sales of the company and ensure business growth
Reduce price sensitivity of customers as loyal customers are willing to pay more for the same product and service