Module 1 – Excellent Customer Service Philosophy

• The importance of service excellence
• Why does the customer important
• Five (5) excellence key roles in customer service
• Differentiating Role and Job in customer service
• Going beyond suppliers / customer expectation gap
• Two (2) golden rules
• How to meet the needs of different customers’ personalities

Module 2 – Assessing the Internal & External Customer

• Where do your customers come from
• Determining the internal & external customers
• The process that related the Internal & External customers
• Similarities and differences between internal vs external customer
• External Customer Pitfalls vs Back Office Support Solutions

Module 3 – Managing Customer Expectation Gaps

• Customer satisfaction – definition
• Customer expectation gap factors: RATER and BEDU Model
• Demonstrating F.A.B techniques
• Good Services vs Excellent Services
• Why customer stop being your customer

Module 4 – Professional Image & Communication that Wins Customers

• Office etiquette / Corporate Image / Personal grooming
• The ‘3S Professional Principles to win the customers
• Interpersonal communication
• Verbal / Non-Verbal / Body Language Cue Interpretation
• Developing effective Active and Empathy listening skills
• Use “MTNMH’ speaking skills
• Dos and Don’ts of quality service excellence

Module 5 – Key Elements in Delivering Customer Service Excellence Through the telephone

• The importance of the telephone skills
• Five (5) stages approach to quality telephone service
• Dos & Don’t on initial call
• Effective transferring call and handling messages
• Providing accurate information and monitoring tone over the phone
• Do’s and Don’t on the phone

Module 6 – How to Handle Difficult Customers and Complaints

• Problem solving and complaint from customer point of view
• Dealing with anger
• Identify and ways to handle difficult types of customer and situations
• Handling complaint with LAST formula

Module 7 – Breakthrough the Normal Practices in Customer Service

• Re-engineering your customer’s experience cycle
• Six (6) steps to service recovery and regaining trust from customer
• Breakthrough the reality of Common Mistake and Work Ethics
• Breakthrough ten (10) effective strategies to improve customer royalty.
• Bridging the relationship channel and establishing relationship centers

Module 8 – The Importance of Teamwork in Achieving Service Excellence

• Ready to accept and manage change
• To build greater team commitment towards customer service excellence
• Develop greater loyalty to the company and to each other
• Share values, objectives and a common language
• The need for education and motivation to perform well