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Overview & Objectivee
This course will equip the participants with effective
customer handling techniques and Customer Service Best
Practices. Participants will learn proactive problem
resolution, escalation procedures, and the foundations of
Customer Service skills through a four-day complete program.
This course facilitates participants’ systematic measurement
of required skills and mindset so that proper development
plans can be established accordingly.
Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro
Analysis are provided throughout the session, allowing
participants to sharpen their problem solving techniques and
to improve their Customer Service skills and mindset. This
course is designed to accommodate a broad range of customer
service and fulfillment environments.
Certification Procedures
To achieve the certification, participants should attend the
four-day training, complete an online exam and a verbal
exam.
Each participant has 1 month from the course date to
complete the online exam. It takes approximately 1 hour. All
exams are on pass / fail basis.
As each participant is unique with the strength and
weaknesses, the verbal exam also provides a “one-to-one”
coaching environment to the participants. The key benefits
are to ensure that each participant will be able to apply
the skills learned and to have a changed behaviour and
attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives
of Contact Centers/Customer Services and people who would
like to learn more and join the Contact Center/Customer Service
industry. Prior knowledge of Customer Support Center is an
advantage but not essential.
Entry requirements
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HKCEE 5
subject passes, including English Language and Mathematics
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with 2 years
business related experience; OR - Aged 21 or above with 2 years
experience in business related field; OR - A recognized degree; OR -
Holding the managerial position
Course Outline
The Value and Function of a Customer Service
• The changing role of your Customer Service Professional
• The Value of a Customer Contact and Effective Contact
Management
Communication Skills
• Skills and Characteristics of Communication
• Telephone Skills
• Active Listening Skills
• Questioning Techniques |
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Customer Service Best Practice
• How to do more with saying less
• How to manage customer expectation
• How to impress the customer with proactive service
Customer Service Skills
• Understand the importance of customer retention and link
to profitability
• Service Level Agreement
• Exceeding Customer Expectations
Managing Complaints and Difficult Customers
• How to maintain customer service when you have to say “no”
• Impact of Complaints to staff, business and customers
• Positive Attitude to Complaint
• Displaying Empathy
• Strategies to Handle Difficult Customers
• Steps for Effective Complaint Handling
Stress Management
• Stress & emotion management and techniques
• Strategies to reduce or eliminate sources of stress
Effective Telemarketing & Consultative Selling Techniques
• Benefits of Telemarketing
• Identifying Needs
• Selling Solutions
• FAB, USP, AIDA
• Closing
• Do’s and Don’ts of Selling
Objection Handling
• What are the Common Objections
• The Hidden Message of Objections
• Strategies to Handle Objections
World Class Customer Service Mindset
• Foundation of a World Class Customer Service
• Developing a World Class Customer Service Center Framework
Customer Service Programm
• Customer Satisfaction and
Loyalty
• Tips of Customer Service Initiatives
Problem Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques
Time Management
• Problem Solving Identify Time Demand
• Practical Ways to effective time management
• Techniques for Time Management
• Overcome Overtime |
