The best companies stand apart with their attention to customer service. Their employees are empowered to serve the customers because they are confident in who they are and what they can do. Engage customers and increase sales by making super-personalised customer service your trademark.

 

Overview

Training Objective

Participants will have the confidence to apply a systematic approach to prepare and implement change effectively.

Benefits of Attending This Programme

  • Instant application of learning to existing or upcoming initiatives at work
  • Apply different techniques to make change happen
  • Reduce resistance to change and gain greater buy-in to change plans

Programme Outline

The Quest for Great Customer Experiences

  • Defining Customer Service
  • The Personal and Organisational Impact of Great Customer Experiences
  • Identifying Customer Touchpoints
  • Bringing the Customer Experience to Life

Building Customer Rapport

  • Common Barriers to Communication
  • Verbal - Using Winning Language
  • Vocal - Using Effective Vocal Variations
  • Visual - Using Empathetic Body Language

The White Glove Service Process

  • Greeting and Identifying Customer Needs 
  • Delivering Difficult News 
  • Ensuring Smooth Handoffs to Team Members
  • The Money is in the Details 

Methodology

To encourage transfer of learning in the workplace environment, the programme incorporates:

  • Interactive discussions and exercises
  • Skill practice and checklists
  • Video

Date

23 Mar 2018
6 Apr 2018
19 Jun 2018
27 Jul 2018

Course Duration

1 Full Day; 9am – 6pm

Who Must Attend?

  • Anyone who has to do one-on-one selling in F&B and retail.
  • Anyone wanting to break personal barriers when interacting with customers and reach increased sales engagement.

Course Fees
(Excluding GST)

S$350

Certification

Certificate of Attendance

Refreshment

Coffee & tea with snacks provided during the morning and afternoon breaks

Secure your seat !

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