Communication
Bringing Out Your Personal Best In Service
Duration (Days)
2
Overview
This course is designed to focus on mindset change as the catalyst in creating a service-oriented culture in an organisation. By providing adequate service and service with a heart, professionals will take an extra mile to provide the best service to customer.
Objectives
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Elevate and raise service standards through excellent customer service.
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Cultivating one’s mindset to create the passion and desire to serve.
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Tips and techniques to motivate oneself for continuous improvement and keeping up with customers' expectations.
Course Outline
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Service beyond transaction
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Service is a 2 way street
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Customer is always right
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Past, present & future of service
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Attack of the mindset
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Overcoming emotional hijacking
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Man versus machine
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Linkage between people, process and product
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Specific customers
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Mapping out the customer's needs
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Knowing what motivates your customers
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Service levels
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Personal encounters
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Four strategies in handling challenging situations with customers
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Communication skills
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Listening and clarifying to enhance empathy
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Making sincere efforts to serve