Customer Service That Rocks (The Socks off Your Customers)

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

Course Duration

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