How Customer Service Works? Philippines

Topics Include::

Module I

Getting your staff on board with service!

Developing an Attitude on Service Excellence—A commendable service starts with the right attitude of the service provider.  This module will provide a venue for the participants to see the relationship between how they feel when receiving good and bad customer service, and how the customers would feel as the receiving end of their services rendered. 

Module 2

Directly address your customer’s needs!

• Identifying and Understanding Customer Needs—To identify and understand the needs of the customers, one needs to hone his skills in listening, probing and feeling.  This module focuses on building the said skills and provide a hands-on experience through structured learning exercises.

Module 3

Motivate your staff to perform outstanding service!

• Appropriate Body Language and Words— Communication is not limited to words.  Action speaks louder than words. This module provides know-how in all areas of body language and words in relation to service delivery.

Module 4

The significance of interaction is that it opens the door to opportunities!

• Every Contact Point requires good Customer Service— Each encounter with a customer may result to client’s delight or disappoint. This module focuses on a comprehensive and careful analysis of their role, and the service contact points for which they are responsible.

Module 5

Make a Turn around from lost revenue to increased revenue!

• Addressing and Resolving Conflict—Customers get disappointed and your front-liners needs the skills to handle them. This module provides learners an understanding on a process to handling difficult situations professionally without taking the customer’s anger personally.

Module 6

Let your customers do the marketing for you!

• Meeting Customer Expectations— A journey starts with a single step. This module provides an insight on how to exceed customers’ expectations and in the long run customers would speak highly of your business to others, growing your business as a result.