TypeOnsite Course
DateNov 4, 2016 - Nov 4, 2016
Time9AM - 5PM
PlaceMandarin Orchard Singapore 333 Orchard Road Singapore 238867
Seat3/15
Price$600
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For Booking of Courses

Please transfer the course fee to:

Bank Standard Chartered Bank
Account Type Current Account
Account Number 01-0-515163-7
Swift Code SCBLSG 22XXX

Leslie Choudhury – Communications Guru, International Speaker, Coach, Trainer, Consultant and Author.

Since the Industrial age till today’s Informational world, customer service has yet to change. As our world continues to evolve and grow, the demand from consumers seeking for excellent service are increasing higher and higher.

Customer service has been defined as the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor.

Good customer service involves developing bonds with customers, hopefully leading to long-term relationships. It creates advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customers. They will stay with the business. However, good customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards.

 

 

Objective
This workshop has been designed into a 1 day intensive on the topic of customer service. It is crafted for people working in a call centre environment, restaurant or Hotel industry, sales professionals, small medium enterprise companies or anyone working in a front or back liner in any industry.This workshop will give the participant the knowledge on how to build excellent customer service that provides the participant to have an increase of more satisfied customers and achieve high sales margin. It would help participants to understand what most consumers are looking for, and what the participant need to do in order to satisfy them. When it comes to building excellent customer service to customers, you need to be constantly building strong relationship with the end user be it before, during, or after the transaction that had been done. You need a systematic approach that will help you to build strong relationship with your customers.This workshop would also serve anyone who desires to pursue a career in customer service or currently in one and yet to seek more ways in building strong relationship with their current customers, in return increase their personal or the company’s sales margin.

 

Outline

    • The Essence of Customer Service
    • The meaning of L.O.V.E and C.A.R.E.
    • Golden Rules of Engagement
    • Slow to Judge but Quick to Understand
    • The Most Important Question a Customer has in mind
    • How to Exceed Customers’ Expectation
    • What is Persuasion?
    • Difference between Persuasion and Closing Skills
    • How to better persuade your customers
    • Common Resistances in Persuasion and how to avoid them
    • Words to avoid using when communication is in process
    • The application of L.O.V.E and C.A.R.E.
    • The Magic of Rapport
Who should attend
Anyone who work in a call centre, or retail environment, Restaurant or Hotel industry, Sales Professionals (Salaried or Commission Based), Small Medium Enterprise Companies.
Methodology
Presentation, interactive discussion, individual exercises, role-plays and group activities. You will take away a comprehensive workbook and handbook packed with useful tips, and advice that you can apply immediately.