Customer Service Excellence

 
 
 

Date : March 18-19, 2019 @ ZOHL Consultancy

INTRODUCTION

The invisible factor which differentiates the regular from the extraordinary is the provision of service; it’s the smile, it’s the knowledge in putting the customer at ease, it’s the understanding of whether he is ready to buy our products or not, he is still the customer, it’s merely being able to provide that extra something which ensures that the same person will want to return to us for future service and it’s everyone’s responsibility in the organization whether they are in the frontline or not. This refers to internal and external customers. Today, the provision of excellent customer service by any organization is not a social need as defined by Maslow in the 1930s anymore; it is a basic need which must be provided by all and sundry in order to remain competitive. For any organization to go forth, this edge of excellent customer service must be provided to customers, particularly in this day and age. Customers make choices; their choices are based on how they are “handled”. They are also walking advertisements. A negative customer interaction will go a long way, infinitely, with the advent of the social media and not 20 times as in days gone-by. It is good to recall that “The customer is King” as without whom the organization may come to naughtDOWNLOAD BROCHURE/REGISTER

OBJECTIVES

Upon completion of this program, participants will be able to:

  • To care for the individual who visits; a guest or a visitor
  • To provide diligent responses to inquiries.
  • To deal with difficult situations
  • To skillfully attend the counter
  • To interact with individuals responsively and responsibly.

METHODOLOGY

Principles of Adult and Experiential Learning will be extensively used during the program in the following modes:

  • Individual
  • Pair work
  • Group work
    And in the following activities:
  • Discussions | Role-plays