SKILL AREA: SALES, MARKETING, CUSTOMER SERVICE & RETAIL
Customer Service Excellence
What will you learn
- Understand on customer service and the implementation
- Understand the importance of customer service in an organisation
- Identify customer needs & analyze their needs
- Learn on how to handle customer complains
- Identify difficult customer and how to deal with them
Programme Outline
- Introduction to customer service
- Principles of customer service
- Customer service needs & need analysis
- Importance of first impression in customer service
- Identifying customer service skills
- Challenges of customer service
- Tips to improve customer service
- Identify difficult customer & deal with them
- How to develop strategies?
- Benefits of good customer service
- Gap in good customer service
- Handling customer complains
- Are your customers happy?
- Customers’ life cycle
- Best practices and qualities of customer service
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Accredited by
HRD Corp Human Resource Development Corporation
International Association of Accounting Professionals (IAAP), UK
PERKESO under Penjana Kerjaya & SIP Program
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