Target Participants: Middle management and general staff

 

Suggested Class Size: 25

 

Duration: 09:00 – 12:00 or 14:00 – 17:00

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Objective: To instill customer and service-oriented mindset, and to learn the principles and techniques of customer service enhancement.

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Highlights of the Program

1. Understanding the current customer service culture    

2. How to prevent customer complaints through early resolution of problems

3. Skills and attitude in communication with clients  

4. How to handle complaints and difficult customers

5. “Five-Sense Quality Customer Service”

6. Commonly used magic customer service phrases

7. Cases sharing

8. Role play exercises

對象：中層管理人員及一般員工

 

建議每班人數：25人

 

時間：09:00 – 12:00 或 14:00 – 17:00

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培訓目的：掌握顧客及服務為本的思維，以及學習提升顧客服務的重要元素及技巧。

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課程內容簡介

1. 評估現時之顧客服務文化

2. 如何透過及早介入以防止出現顧客投訴

3. 與顧客溝通的技巧及態度

4. 如何處理投訴及挑剔的顧客

5. 「五感優質顧客服務模式」

6. 常用之顧客服務魔法語句

7. 個案分享

8. 角色扮演練習