Customer Service with Empathy
Overview
Today’s market is an incredibly competitive market, having the empathy to understand the customers’ needs and service them with your exceptional customer service is the way forward to grow your business.
This course is designed to help front line delegates to improve their customer service skills for them to deliver exceptional customer services, by building customer satisfaction and meet customer requirements more efficiently and effective by being more attuned to the needs of the customers.
Learning Objectives
1. Understand the elements in Customer Service Management.
2. Know your customers by profiling.
3. Nurture your customer relationships with effective communication skills.
4. Build trust by communicating your value proposition.
Target Audience
Frontline Delegates
Duration
16 Hours
Methodologies
Interactive learning and practice in two-way communication with activities for better understanding. Lecture, Role Play, Games, Exercise, Discussion.
Participant's Prerequisite
MUST COMMIT to self-excellence
Capacity
Maximum 20 Pax Per Session
Course Modules
Modules
Fundamentals of Customer Service
Customer Profiling
Communication Skills
Value Proposition
Topics
✓ What is Customer Service?
✓ Cultivate a Customer-oriented Mindset
✓ Develop a Customer-friendly Attitude
✓ Who are Your Customers?
✓ Profile Your Customer to Easy Identify Their Needs with DOPE
✓ Leverage Profiling to Say the Things Matter to Your Customers
✓ Use OLA Communication to Understand Your Customers
✓ Use the Verbal Language: Choice of Words & Tone of Voice
✓ Read Body Language Cues to Connect with Customers
✓ Have the Executive Presence to Portray Professionalism and Confidence
✓ Understand Your Value and How You Could Be Useful to Address Your Customers’ Needs with a 5-step Structure
✓ Become a Trustworthy Consultant to Your Customers
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