Customer Service Mindset

Customer Service Mindset

Introduction

Customer service remains a fundamental factor for business success and profitability; focusing on customer interaction and expectation. Exceeding customers’ expectations involves company-wide change that needs constant reinforcement and effort.

Participants will learn how to apply principles that help in improving services and quality. Participants will gain insight into justifying customer service and its importance within the industry. It also helps participants build their interactive and communication skills.

This 2-Days course is designed for employees who want to build skills and improve their ability to interact with customers, clients, patients, and co-workers.

Organization

Imperium Edumaax - Professional Development

Outcome

By the end of this course, participants should be able to:

- Understand how service creates happy and satisfied customers
- Apply body language, tonality and positive words while communicating
- Listen empathetically and connecting with emotions
- Apply the right techniques in building rapport
- Doing little things that gives greater impact on service

Select to design your own content and request for a customized quotation

No	Topic	Topic Description
1	Day 1	What is service? Power of Communication The mindset of Customer Service Connecting with Emotions
2	Day 2	Listen with your heart The power of powerful questions Building Rapport Going the extra mile

Expert

Ansie Hee

Ansie Hee has been involved in training, teaching, and coaching for more than 15 years. Her 25 years of experience in the field of hospitality, insurance, advertising, consulting firm (ISO), and education has moulded and made her a pro–active, lively, entertaining, and outspoken person. Ansie is an HRD Corp Certified trainer who specialises in Customer Service, English Language and Professional Development programmes. Her emphasis is on communication skills - on face-to-face interaction, virtual interaction, computer synchronous communication (email English), telephone etiquette, negotiation skills, and presentation skills among others. This is especially for the newly embarked employees that allow them to experience a real-world situation, accept criticism, be analytical, be subjective, and be sensitive towards the environment.