SKILL AREA: SALES, MARKETING, CUSTOMER SERVICE & RETAIL
The Importance of Customer Service in Organization
What will you learn
- Understand the importance of customer service in organization
- Understand customer need
- Understand the skills therein in customer service excellence
- Understand the benefit of good customer service
- understand the gap in the customer service
- Understand on the additional elements in good customer service
- Understand the importance of customer service language
- Learn on how to handle customer complains
- Identify difficult customer and how to deal with them
- Learn some strategies and ideas of moving towards customer service excellence
- Best Practices and qualities to be understood, learned and implemented
Programme Outline
- Introduction to customer service
- Organisation and customer service
- The importance of customer service in an organisation
- Principle of customer service
- Customer service needs & needs analysis
- Identifying customer service skills
- Challenges of customer service
- Tips to improve customer service
- Benefits of good customer service
- Gap in good customer service
- Customer service language
- Handling customer complains
- Identify difficult customer & dealing with them
- How to develop strategies
- Are your customers happy?
- Customers’ life-cycle
- Contribution towards customer service
- Best practice of customer service
- Customer service qualities
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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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