Customer Delight

Introduction:

“Excellence is an art won by training and habituation. We are what we repeatedly do- Aristotle

“Service Excellence means exceeding customers’ expectations and paying attention to details.” – Disney Institute

Do you want to stand out from the competition?

Do you want to ensure you consistently provide the best possible service to your customers?

Customers have increasingly high expectations about customer service and make buying decisions based on the service they receive. In order to stand out from the competition, the service you provide to your customers must be second to none – and will be measured at every “moment of truth”.

Plenty of businesses today recognize that significant competitive advantage can be gained through a focus on delivering customer excellence. There is a proven correlation between customer satisfaction, loyalty and profitable sales performance. Improving your customer’s levels of satisfaction will drive repeat purchase and customers will refer their family and friends.

Customer Delight training prepares your frontline service staff to communicate effectively with a diverse range of customers and colleagues and learn to provide excellent service whilst applying the organizational service system.

How Will You Benefit

At the end of the training program, the participants are able to:

• Develop their self-confidence, pride and have a sense of purpose whilst carrying out their daily responsibilities.
• Have an understanding on their customer needs and expectations
• Enhance their communication skills
• Manage their emotions when dealing with difficult situations and various customer personalities
• Handle complaints effectively and initiate service recovery
• Promote customer loyalty.

Who Should Attend

This programme is specially tailored for Executive, Officers, Receptionist, Administrators, Assistant Managers, Managers and any staff who have to deal with customers / clients.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations / role plays of real life experiences, sharing of best practices and discussions

Module