Developing The Proud Factor In The Service Industry

Introduction:

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

Having happy customer means more cash flow and business opportunities, thus ensuring that our business will continue to flourish. Being able to manage different types of customers effectively will avoid unnecessary conflicts from arising and affecting the business badly. Therefore, it is essential that we have good communication skills to better manage people. Also, having good communication skills naturally enhances our level of confidence and when we are confident and are able to communicate with various people and convey our ideas and message across better and effectively. This will enhance the quality of our interactions with people as well as our success rate in life.

This program is designed to support the effort of the management team by providing a platform for the designated working leaders to achieve performance breakthroughs and change mindsets of customer service expectation. This program allows participants to discuss, expand knowledge, establish specific goals that are aligned with the company’s objectives in a relax, informal small group.

How Will You Benefit

Upon completion of this program, participants will be able to:

• Understand the principals of customer service excellence and overcome the barriers in delivering outstanding customer service to people
• Identify what is good communication
• Learn effective way of engaging and managing people with different personalities and build long term relationships with them.
• Learn strong rapport building methods and convey messages effectively
• Speak with confidence, class and conviction to just about anyone

Who Should Attend

This program is suitable for manager level and above.

Methodology

This program is structured to be lively and interesting as we learn the best in moments of enjoyment. It will include lectures, video clips, role-plays, demonstrations and games.

It also flows with the participants’ needs and wants.

Module