CREATIVEMOVES WIN |
Advanced customer
service workshop
OBJECTIVES
At the end of this seminar, participants will be able to:
TOPICS: 1. Building a Service Culture • Customer Service and Your Roles • Different Moments of Truth • How can You improve Your Moments of Truth • Underlying Principles in Customer Interaction 2. Effective Handling of Customer Concerns • Different Types of Customers • How to Best Deal with Them • Balancing between Customer’s Wants and Company’s business • The “No” that Customers Doesn’t want to Hear 3. Managing Yourself in the Midst of Customer Crisis • Mind-setting to Feel More in Charge of The Situation • Changing your Behavior Instantly through the Positive Psychology • Coping with Other People's Upset Behavior |
4. Advanced Customer Interaction Using Emotional Intelligence
• What is Emotional Intelligence and How does it Apply to Customer Interaction • Delivering Difficult Messages to Customers • Listening and Responding with Empathy • Styles in Listening and Responding with Empathy • Empathy Map Methodology skills practice: simulation, training games, brainstorming, case studies, group evocative discussion, visualization Program Details • 1 day • Maximum participants: not more than 25 per batch • In-house (client’s preferred venue) |