Exceptional Customer Service

To survive and thrive in an increasingly competitive market, organizations can rely on pricing, innovation or its brand.  However, a key strategy to differentiate and make one’s organization stand out from the rest is exceptional customer service.  It not only increases the value of the brand, being customer-oriented is a long-term strategy that involves the whole organization from the board room to the shop floor.  It also means a change of mentality and creating a culture that delivers exceptional service to its customers.


Topics:
Module 1: Overview: What is Exceptional Customer Service?

• What is exceptional Customer Service?
• Making customers feel important
• Qualities and benefits of exceptional customer service 

Module 2:Building a culture of exceptional service

• Making a positive and unforgettable first impression
• Projecting a credible image of maturity and integrity
• Importance of self-discipline and taking accountability

Module 3:

• Evaluation of self and others and make improvements in service
• Managing client dissatisfaction
• Creative follow-up techniques
• How to take initiative and makes things happen

Upon completion of this course, participants are expected to:

• Develop a sharper service mindset that would benefit both internal and external customers.
• Work more smoothly with other teams by developing greater emotional intelligence.
• Prevent and manage internal disputes that affect delivery of service to internal customers.
• Foster more positive interdepartmental / cross functional relationships.