Provided a strong skillset in-person and over the phone techniques, dealing and difficult customer and generating business, negotiate effectively aiming to win-win result!!!
Intensive Workshop on November 15th - 16th, 2018
This Customer Service Excellence workshop provides participants with powerful insight into client behaviour while developing the necessary skills to create lasting client satisfaction, relationships. It is designed to demonstrate to participants how to support building customer loyalty and long-term client retention.
Provide basic service is not enough today. This Customer Service Excellence program looks at a customer service encounter from the point of view of what "customer service excellence" is all about. Participants will learn how their roles, attitudes and interactions ultimately shape the client's understanding and value assessment of their organization.
This program focuses on identifying and modeling customer service excellence from a "best practice" standpoint. It will look at how to motivate and maintain the morale of customer service staff (and teams) while inspiring others in the organization to deliver consistently high-quality service excellence throughout every contact and interaction they have. For an organization to be successful it requires that everyone recognize the importance of customer service, what it means and how it should be delivered. Retaining clients is one the biggest reasons why successful organizations remain successful. Everyone on your team who comes in contact with an act as an ambassador for your organization and the quality of their interaction determines whether or not the client remains as a long-term partner.
Delivering first class service holds real benefits for an organization. Staffs who understand excellent customer service not only hold the key to customer retention & engagement but also make a real contribution to a positive work culture. Our comprehensive course will build on your existing skills and help you develop new strategies to improve service levels, understand and connect with your customers and facilitate constructive outcomes when dealing with customer dissatisfaction. Case study examples are from a wide range of service organizations. These are organizations that have gone the extra mile to achieve Customer Service Excellence and wish to share their experience. We are developing our case study pages and would welcome any further examples, showing the difference Customer Service Excellence has made to your organization. We are also looking for best practice examples which can be applied to all services. Take action now!!
TOPICS COVERED IN THIS WORKSHOP INCLUDE:
Defining service excellence,
Dealing with challenging people,
Developing service excellence strategies,
Listening effectively to understand client needs,
Setting high service performance standards,
Communication for service excellence.
LEARNING OUTCOMES FOR THIS WORKSHOP INCLUDE:
Understanding the fundamentals of service excellence.
Understanding how to respond appropriately to emotional or angry clients.
Handling complaints to create lasting relationships with clients.
Developing confidence and assertiveness when providing service excellence.
Understanding how to deal effectively with customers in all interactions.
Gain valuable insights into client concerns.
Knowing how to deal with customers in difficult situations.
NEW SKILLS YOU WILL LEARN:
Identify what you and your organization have to offer customers and clients.
Understand and manage customer/client expectations in different situations.
Employ service excellence strategies to retain current and attract new customers.
How to a professional through body language, effective questioning and active listening.
Deal with customer dissatisfaction situations effectively resulting in constructive outcomes.
Review your performance and plan for customer service improvement.
To enhance external & internal customer relationships by delivering a consistent superior customer experience.
Delegates will develop the ability to connect with customers in a caring & responsive manner.
To efficiently & successfully resolve queries, supply relevant information & conclude every interaction on a positive note.
WHO SHOULD ATTEND?
Call Centre Agents
Thanaphat Tammakanyakoon (TK)
Lecturer in Sales, Marketing and Services
Chief Executive Officer of Skin Concept (Skin Care Product)
Chief Executive Officer of OMC (Thailand)
Managing Director of the Master Training Thailand
Sales and Marketing Advisor at Sister Spring Clinic and Bangkok Clinic Revolution
2015 - Present North Bangkok University, Thailand Ph.D. Candidate Management Program
2013 - 2015 Stamford International University, Thailand Master of Business
Administrator (MBA) in Marketing
2007 - 2009 Edith Cowan University, Australia Business Development Certificate Program Marketing Management
2004 - 2007 Suan Dusit University, Thailand Bachelor of Public Relations
United Overseas Bank - Business Development Manager (Privilege Banking)
Citibank N.A - Personal Banker Manager
Asia Plus Securuties - Business Development Manager, Wealth Management
Siam Commercial Bank (SCB) - Personal Banker
Thanaphat Tammakanyakoon (TK) will be your advisor and will recommend everyone to improve your charming image and personality. He is experienced in services, sales, hosting and lecturing more than 12 years. He is also the Image Coach, Professional Image Advisor and is currently studying for a PhD and working on a research project on ‘the influencing factors on the behavior in the emotional expression of Thai adolescents’.
More information, please contact +662 117 3383, +662 050 8151 or email, please Click.