Customer Service Excellence
The relationships you build with your customers must become memorable experiences in the customer’s mind to create customer hunger for your style of service and caring that results in repeat business. Yet, many businesses have worked hard to win customers only to lose them later.
A major part of the problem lies in the fact that on the surface customer delight seems relatively simple to accomplish. Take a few surveys, train people to be courteous, and go the extra mile every now and then, and that should do it.
Customer service excellence is not just courtesy and a broad smile. These are the foundations of service excellence and good human relations is the form, not the substance. The real test is whether we give the customers what they want.
It is important to note that service excellence cannot be achieved by just campaigns or service movements. What we need to do is to instil better values and affect permanent paradigm shifts to our thinking and attitude about service. And throughout the process, the organization must remain focus and true to her mission if she truly wants to succeed. Those that flit about like a hummingbird from bloom to bloom dissipate their energy and will never achieve distinction that is required to separate them from their competition.
Come learn from this course how to build a successful service excellence culture that keeps customers coming back.
OBJECTIVES
This course helps participants to:
- Understand expectations of the customer
- Learn what leaders and senior executives will need to do to accomplish transformation
- Distinguish the various customer situations
- Adopt the right mindset
- Understand the importance of communication
- Identify the high-touch points in customer relations
- Find ways to make customers feel special
- Better manage customer feedback
- Establish a culture of service excellence
- Improve their personal effectiveness and confidence as a service leader
TESTIMONIALS
“Your impactful words and real life experiences from both inside and outside of Singapore provided an action base to bring about positive change and the insight of the topic. And as the Spring Singapore Service Class Award Organisation, we want you to know that you have left an indelible mark that will last.”
Roger Ho See Bin, Officer Commanding, KFFC, Singapore Armed Forces
“The trainer is clearly subject matter expert and has shared a lot from his experience which were very insightful. Real life experience knowledge gained made the workshop interesting, relevant and highly inspiring. Good audience engagement throughout.”
Genevieve Lim, Director Regional Customer Service & Inside Sales, Crocs
“With the depth of Robert’s experience in customer service excellence, he truly gives a clear understanding and practical tools for all service staff to deliver awesome customer service. Truly dedicated and skilled trainer.”
Brendan Yong, Financial Services Manager, IPP Financial Advisers Pte Ltd
“Robert gives an energetic and refreshing look into the world of customer service. I will not hesitate to recommend him to any organisation as it will benefit them as much as it has benefitted me and my company.”
Raihan Muhaimin, IT & Marketing Manager, Singapore First Aid Training Centre
P.S. To find out more about this programme, contact us NOW for our 2-day workshop at contact@quartonmanagement.com or robertchew@quartonmanagement.com. Alternatively, you may also call (65) 9672 8103.
