Certified professional : 5 Star Customer Service Program

 

NAME OF THE COURSE
Certified professional: 5 Star Customer Service Program
 
CERTIFICATION
Certified professional: 5 Star Customer Service Program
 
COURSE OVERVIEW
Giving good customer service isn’t enough these days. People expect – and deserve – excellent 5* service. If they don’t get it, they may go elsewhere – and generate negative publicity for your organisation.
This interactive, practical and engaging course is designed to help participants meet and exceed the expectations of their customers. Built around a practical workshop format, it will equip front-line service employees with the skills to delight customers through each interaction they have – by telephone, email or face-to-face.
 
TRAINING DURATION
Total Training Hours : 22 Hours
Training Duration      : 1 Week
Total Training  Days  : 4-5 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
ELIGIBILITY CRITERIA
(Level 3) New Managers    
(Level 4) Managers
(Level 5) Senior Managers & Directors
 
COURSE BENEFITS
 
By the end of the session participants will:
 
  • Appreciate the impact great service has on the business and recognise the contribution they are making
  • Learn how to greet a customer effectively, connect with them and create a positive impression
  • Recognise the importance of taking ownership of the customer’s experience
  • Have acquired techniques for dealing with different customer behaviours – including dissatisfied customers
  • Know how to end a customer interaction in a way that leaves the customer feeling they are in safe hands
 
COURSE CONTENTS
 
Our program outline encompasses the following modules:
 
SECTION I
Module 1: Overview
  • Context setting
  • Customer relationship and you
  • What customers need
  • The value of customer retention
  • Relationship marketing basics
 
Module 2: Interpersonal Communication
  • Building credibility
  • The 4 Communication Quadrants
  •  Identifying your personal style of communicating
  • Developing your style towards
  • Shifting into positive action
 
Module 3: Key Pillars In Communication
  • Active listening
  • The 5 techniques in active listening
  • Discovery
  • The 5 types of questioning
  • The 3 techniques in
 
Module 4: The 5 Star Customer Service Cycle
  • The most beautiful word in any language
  • The SMILES process
  • Getting things done the customer’s way
  • The elephant in
  • Promising promises
 
SECTION II
Module 5: Setting The Stage
  • Creating positive first impressions
  • Making a good start
  • Building rapport
  • Focusing on the positive
  • Making small talk
 
Module 6: Dealing With Difficult Customers
  • Type of difficult customers and how to handle them
  • The LIAR Model
  • Saying the right things
  • Finding the best moment
  • Dealing with emotions
 
Module 7: Handling Customer Complaints
  • Why do customers complain?
  • Types of complaints
  • How to handle customer complaints using EASE
  • Customer complaining channels
  • Procedures handling customer complaints
  • How to turn customer complaints into your competitive advantage
 
Module 8: Coaching Wisdom
  • Scarcity abundance
  • 4 levels of relationship experience
  • The WOW factor
  • Creating a relationship commitment contract
  • Coaching performance

 

REGISTER