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How May I Help You? Customer Service 101 for Frontliners

Course Name How May I Help You? Customer Service 101 for Frontliners
Schedule August 10, 2012

Friday
9:00 am to 5:00 pm
Price: Php 5,900
Description

One common factor shared by all organizations – regardless of industry, size and location – is the critical need to be customer-focused and to provide exceptional customer service.

This one-day course introduces service representatives/frontliners to the fundamental principles and techniques required for excellent customer service delivery.  As the first line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty.  In today's competitive market, excellent customer service is critical to continued success for any service organization.

In this course, you will learn and practice essential skills through exercises and group activities to ensure skill transfer to the job and return on training investment for the organization.
Complementary Courses

Other topics in the Service Excellence Series:

  • Service Quality
    April 20 - 21
  • The Art of Service Recovery
    May 2 - 3
Objectives

After the course, you will:

  • Understand the vital importance of the customer to the organization;
  • Understand your role in achieving service excellence;
  • Commit to develop a Customer First mindset and customer-focused behaviors;
  • Identify different customer types and interact appropriately with them;
  • Gain confidence in dealing with challenging customers; and
  • Recognize the importance of proactively seeking out service opportunities.
Who should attend

Sales and Marketing, and Customer Service frontline personnel and supervisors of all industries
Outline

I.     Introduction: The Customer Service Mindset

II.    Understanding the Customer
   
III.   The Customer Experience: Interacting with the Customer
   
IV.   Service Recovery: Managing Difficult Customers

V.    Telephone Interaction
   
VI.   The Personal Touch to Service Excellence   
Resource Speakers
Ms. Anamaria M. Mercado

is a certified Six Sigma Master Black Belt, receiving her certificate after a five-week training session in the United States and a two-year full-time assignment as a Six Sigma Deployment Manager.