Developing The High Performance Service Ambassador In The Service Environment

Introduction:

(A customized class room training program cum assessment and coaching model for the customer service personnel in all levels)

How can we move from a good customer service to a great customer service? The founder of the Ford Motor Company, Henry Ford has once said that: “Is not the employee who pays the wages. Employers only handle the money. It is the customers who pays the wages” In today’s society, good customer service no longer an option, but it has become a mandatory requirement in all service related industries.

The bigger picture of the customer service is always about how an employee communicate skills. A successful communication will bring about accomplishment, whereas communication breakdown does just the opposite. Therefore, it is essential that we posses good communication skills to go about our daily lives and human interactions without any disruptions that might hinder our performance, competence and success in our business and social life.

In our training program, the customer service training is developed to meet the fundamental of customer service from the perspective of customers in the banking environment. In this program, the participants will learn how to manage different categories of customers, and how they can meet respective needs within their organization.

Not just that, this high energy training program is designed to improve the customer service level of an organization by enhancing the communication skills of the participants. Lastly, the participants will also be able to gain the knowledge on how they can capitalize on their communication strengths, adjust to accommodate their weaknesses and learn how to use the office communication tools effectively.

How Will You Benefit

At the end of the training program, participants will be able to:

• Understand the principal of customer service excellence and recognizing the barriers to the delivery of outstanding customer service.
• To have a clear understanding of what a good communication skills like and how they can improve their abilities by identifying their individual communication strengths and challenges.
• Learn on how to create collaborative communications focusing on client wants and needs
• Learn the effective ways in handling objection and gaining the “yes” from prospects

Who Should Attend

This program is suitable for Frontlines (that deals with walk-in customers & outbound calls from the customers) and employees who are in contact with both internal and external customers on daily basis.

Methodology

This conventional seminar is structured to be lively and interesting as we learn the best in moments of enjoyment. It also flows with the participants’ needs and wants. The training methods we apply in our program are such as using the video clips, role-plays, demonstrations, games as well as lecturing.

Module