What is good customer service? How can it go from good to great? What are the pitfalls that many people experience when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer service stress? Find out the answers to these and other important customer-service questions during this experiential training session.
- Identify ways to establish links between excellence in customer service business practices.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize customers and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers.
Session 1: Introduction and Course Overview
Session 2: What is Customer Service?
Session 3: First Element—A Customer-Service Focus
Session 4: Meeting Expectations
Session 5: Presenting Yourself Properly
Session 6: Setting Goals and Targets
Session 7: The Second Critical Element—Defined in Your Organization
Session 8: The Third Critical Element—Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing with Difficult Callers
Session 12: Dealing with Challenges Assertively
Session 13: Dealing with Difficult People
Session 14: Dealing with Conflict
Session 15: The Fourth Critical Element—Be a Problem Solver
Session 16: Seven Steps to Customer Problem-Solving
Session 17: The Fifth Critical Element—Measure It
Session 18: The Sixth Critical Element—Reinforce It
Session 19: Dealing with Stress
Session 20: Workshop Wrap-up
HR practitioners, managers, supervisors, and individuals who are interested in learning and gaining skills on how to maintain great customer experience.
Malcolm Pick is the National Director of The Profiles Group of Companies (TPG), which is composed of Profiles Asia Pacific, People Dynamics, and Emovation Inc.
As the national director of TPG, Malcolm oversees business development within the Asia-Pacific region including Guam.
He received his master’s degree in operational research and management studies from Imperial College London in the United Kingdom.
Prior to reaching that milestone, he obtained his college degree in mathematical physics from the University of Birmingham in England.
His broad business background includes over thirty years of international business experience covering Europe, Asia, and the USA.
He has worked for big names like Coopers and Lybrand, NCR, Levi Strauss, Reed International, and the SGV Group in Asia as partner in charge of computer consulting and computer training (I/ACT).
Abegail Pulma Tongco has been in the HR and OD practice for more than 14 years. As an HR and OD consultant and trainer, she has been exposed to companies in the BPO, KPO, energy, water utility, academe, food and beverage, manufacturing, construction and engineering, website and software development, architectural and engineering consulting, real estate development, mining, hospitality, logistics, printing, and publishing industries.
She is currently a lead facilitator of People Dynamics Inc. and the VisMin Director of Profiles Asia Pacific Inc. She is also a part-time faculty member of St. Theresa’s College.
She is the President of the OD Association–Visayas, a professional organization of OD practitioners in the Visayas. She graduated from the University of the Philippines–Tacloban College with a college degree in BASS Psychology. She earned her graduate degree of Masters in Business Management in the same university and is currently working on her dissertation to complete her requirements in PhD in Organization Development.
Cancellations may be made one (1) week before the online certification program. Otherwise, if cancellation is made less than one (1) week before the online program, the participant will be charged 20% of the regular rate. Cancellations made a day before or no-show during the program will be charged 100% of the regular rate. No refunds but substitutions may be made at any time before the online program or the participant can opt to attend other programs of the same amount.
People Dynamics is an accredited Learning and Development Institution by Profiles International, LLC., Wiley, Genos International, Civil Service Commission, and the Professional Regulation Commission.