Improve Your Business with Excellent Customer Service
About This Course
This course equips participants with the skills to assess and address customer needs by effectively collecting and analyzing customer feedback. Learners will develop an understanding of customer expectations, explore various communication channels such as phone and email, and identify opportunities to enhance service quality. Through practical scenarios, participants will strengthen their ability to deliver exceptional customer service, ensuring a positive customer experience.
Additionally, learners will gain insights into managing difficult customers and knowing when to escalate concerns for resolution. The course also emphasizes strategies to generate return business by improving customer satisfaction and leveraging operational feedback. By the end of the course, participants will be able to implement service improvements that drive business growth.
What You'll Learn
LO1: Collect and analyze customer feedback to assess needs and expectations using effective communication principles.
LO2: Identify and recommend areas for improvement based on customer feedback and operational insights.
Topics Covered:
LU1: Customer’s Needs and Feedback
Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service
Topic 2: Establishing Your Attitude
Topic 3: Identifying and Addressing The Customer’s Needs
Topic 4: In-Person Customer Service
Topic 5: Giving Customer Service over the Phone
Topic 6: Providing Customer Service via Email
LU2: Improving Customer’s Needs Based on Feedback
Topic 7: Generating Return Business with Better Customer Service
Topic 8: Recovering Difficult Customers
Topic 9: Understanding When to Escalate
Entry Requirements
Knowledge and Skills
• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target Age Group: 21-65 years old