Building customer satisfaction, loyalty and retention goes beyond providing the same "average" service as everyone else.
Start your journey of creating and sustaining strong relationships with customers with our Build Relationships with Customers programme to achieve customer retention!
Be enlightened on how to gain customers' confidence, anticipate and resolve service breakdowns and to handle difficult customers with ease with this competency- and assessment-based programme.
Learners that are certified competent receive a Statement of Attainment (SOA) by the Workforce Development Agency (WDA).
COURSE OBJECTIVES
Build Customers' Confidence
Understand and determine customers' needs and appropriately tailor and deliver experiences that meet and/or exceed expectations.
Communicate effectively with customers to establish confidence and enhance rapport.
Successfully utilise customer database to provide post sales and service support and update customer on latest promotions.
Provide professional service recovery and effectively manage complaints to restore customer confidence.
COURSE OUTLINE
Build Customers' Confidence
What does it take to be an excellent Service Professional?
Determine your customers' needs and how to Go-the-Extra-Mile-in-Service (GEMS).
Learn to express genuine interest in customer needs and preferences and develop opportunities to build rapport.
Customise your service behaviours to meet and exceed customer expectations.
Maintain and Develop Customer Relations
Reasons why and how you should administer customer follow-up.
Essentials in maintaining confidentiality and security of customer database.
Handle Difficult Customers
What makes for "Happy" and "Unhappy" Customers?
Developing mutually acceptable resolutions to close customer complaints.
Dealing with angry customers and our emotions - how to manage both!
It's How You Say It! Guidelines for handling complaints and the impact of verbal communication when pacifying customers.
6 steps to effective problem solving.
METHODOLOGY
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:
Mini-lectures
Activities
Role Plays
Group Discussions/Exercises/Presentations
Written Assessment
WHO WILL BE BENEFIT
Service staff from various service industry sectors, backroom staff with functional responsibility working with internal customers. Personnel in supervisory positions, customer service staff, service team leaders, from various service industry sectors.
BENEFITS OF WORKING WITH SQ CENTRE
Extensive experience in conducting teambuilding & team leadership
Accelerated learning principles to enhance learning effectiveness
Experiential learning methodology to engage learners
Role-play & case study scenarios contextualised to organisations
Workplace assignment enables assessment to take place in realistic conditions
(All registrations must be received 3 weeks before commencement date)
Terms & Conditions:
SQ Centre reserves the right to cancel any of the above course schedules due to unforseen circumstances and will make every effort to inform
participants of any changes in advance. + 2-day,3-day and 5-day programmes total 16 hours, 24 hours and 40 hours respectively. * Subsidised prices quoted are NETT and for ONE training programme. Subsidised course fees available to Singaporeans and PRs only.
Foreigners(Non-Singaporeans / Non-PRs) pay full course fees. Read more...
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