EXCEPTIONAL CUSTOMER SERVICE

Customer service representatives fully understand and believe in what they are representing, and how to handle all customer concerns with sophistication, patience, and respect. By enrolling then in our Exceptional Customer Service Training course, you will be able to equip them with the knowledge and skills that will make them effective, successful agents.

WHO IS THIS FOR?

Customer service representatives, call center agents, customer support staff, frontline associates, and other service-oriented employees.

WHAT YOU WILL LEARN:

1How to identify malpractices that should be avoided in customer service.
2How to adopt habits of excellence that will ensure customer satisfaction.
3How to demonstrate the proper protocol in handling difficult clients as well as customer complaints.
4How to execute exceptional first-rate customer service that embodies corporate excellence in true-to-life scenarios.

BENEFITS:

1Improved professionalism and excellence on the job
2Higher confidence and self-esteem when handling authoritative and difficult clients
3Increased efficiency in handling customer complaints with ease and a higher level of proficiency
4Increased customer satisfaction and number of repeat clients because of excellent reception and service

METHODOLOGY:

TalkShop uses Integrated Language Teaching. This means 30% of the course is comprised of facilitator-based discussions while 70% is dedicated to an interactive learning experience through:

1Practical Role-play Scenarios
2Guided Demonstration Activities
3Confidence-building Exercises
4Brainstorming Sessions
5Group Presentations
6Self-reflection Sessions

COURSE OUTLINE

Course Duration:

20 Hours

I. Values Alignment and Corporate Branding
II. Setting Objectives and Expectations
III. Public Service and Customer Service
IV. Customer Service 101

Thinking Before Acting
Customer Diplomacy and Etiquette

V. Exceptional Service Exhibition

Difficult Customer Handling
Proper Call Protocol Demonstration
The Executive Walk Display

VI. Guided Service Technique Application

Projecting Poise and Credibility
Asserting Ideas with Diplomacy
Exhibiting the Right Conduct Under Pressure

VII. Self-Evaluation and Development

Office Grooming and Corporate Makeover
Personality and Confidence Enhancement
Etiquette Evaluation

VIII. Customer Service Run-through

Difficult Customer Role-play
Customer Diplomacy Assessment
Corporate Runway
Self-affirmation and Declaration

IX. Program Evaluation and Next Steps

Individual Recommendations
Reinforcement of Corporate Values
Action Plan and Implementation

ABOUT TALKSHOP

The best English school in the Philippines, is the leading consultancy and training institute for personal effectiveness, corporate protocol, and management communication.

Learn from the experts in Project Management, Leadership Training, Personality Development, Speech, Writing, and Teaching Programs

Online Registration

Both international and local transactions may be settled via wire transfer, bank deposit, or mobile payment. Details will be provided upon registration.