Excellence Customer Service Representative January 16, 2011

By the end of the session, you would be able to:

* Understand the importance of excellence customer service to improving your business.
* Gain insights into the needs and expectation of customers.
* Define the customer service process and foster a service culture in a company.
* Identify your product service knowledge and learn the necessary level of product service knowledge that is require for excellence customer service.
* Recognize and improve the core skills for excellence customer service skills – communication and organizing skills.
* Understand the importance of your first encounter with the customer and impress them by immediately building good rapport with them.
* Develop effective listening skills and questioning techniques to obtain useful information from the customer.
* Respond appropriately to various customers.
* Adjust customer expectation when necessary, and work towards solutions.
* Identify the common causes of customer’s upsets and avoid behaviors that irritates them.
* Use proven framework to calm upset customer.
* Build your confidence in meeting with future customer service challenges.
* Extend your professional skills and add your career value.

Official Website: http://www.gin-my.com/pages/workshops/2011/ws_2011_ECSR