Customer Service Excellence
AUPP Technology Center
On-Site
Language: English
Start Date: TBD
Duration: 1 Day
Deadline: TBD
Overview:
Customer service excellence is related to the attainment of a customer’s desired outcomes, influenced by a customer’s perceived value of the purchased products or services, and affected by a supplier’s understanding of customers’ desires and needs.
Outlines:
- Importance of exceptional customer service
- Who your customers are and what they expect?
- Measuring customer service
- Mindset and outstanding customer service qualities
- Phone, voice mail, email, and texting etiquette
- The customer interaction process
- Preventing and dealing with angry customer
- Self-improvement plan
Goals:
- Understand the importance of exceptional customer service and customer expectations
- Measuring customer service
- Understand the mindset and outstanding customer service qualities
- Apply social media etiquette in day to day communication
- Dealing with frustrated customers
Benefits:
Achieve higher customer retention and growth by satisfying customers with plenty of support and an effortless service experience. It’s a straightforward concept; however, good customer service interactions with customers raise the likelihood of business success, maintaining a sustainable competitive edge.
Training Method:
- Classroom discussion, group activities, scenario based problem solving
Who Should Attend:
- Customer service officers and managers, front desk, call center operators, dispute management officers
About Trainer: Yamuna Sithambalam
Ms. Yamuna Sithambalam is the Assistant Professor and Department Chair for Business at the American University of Phnom Penh. She has 18 years of academic experience dealing with Strategy, Marketing, Operations, Project Management and Entrepreneurship education. She has conducted intensive trainings/short courses for IPMA UK through Scroll Management in Malaysia and has carried out customized trainings for public listed companies in Malaysia. She has also published and presented business research papers at various international conferences in Asia and Europe.