Customer First! The Essentials of Customer Service
September 14, 2021 - September 15, 2021
Schedule via Zoom:
Tuesday - Wednesday
6:00 PM - 9:30 PM
Early Eagle Rate:
August 31, 2021
Customer service has evolved significantly over the last few years with the emergence of technology and digital platforms that provide quick and convenient service. However, for certain industries and situations, customers still crave authentic person-to-person interactions. When managed well, these interactions can lead to higher levels of satisfaction resulting to loyalty.
To be truly customer-centric, organizations must effectively manage all methods of interaction with customers to deliver excellent customer experience. This one-day program introduces service representatives and front-liners to the fundamental principles and techniques required for excellent customer service performance. As one of the more meaningful customer touchpoints, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. In today's competitive market, excellent customer service is crucial to continued success for any service organization.
Who should attend
Sales and Marketing, and Customer Service frontline personnel and supervisors of all industries
After the course, you will:
- Understand the vital importance of the customer to the organization;
- Understand your role in achieving service excellence;
- Commit to develop a Customer First mindset and customer-focused behaviors;
- Identify different customer types and interact appropriately with them;
- Gain confidence in dealing with challenging customers; and
- Recognize the importance of proactively seeking out service opportunities.
A. Service excellence
B. Customer experience and customer service
C. The goal of customer service
II. Starting with the Customer
A. Who are your customers?
B. Adapting to different customer styles
C. Customer expectations
III. Interacting with the customer
Because service encounters greatly influence customer experience, service representatives must effectively manage these
interactions, sometimes with technology as their partner
A. Initial contact
B. Collecting relevant information
C. Meeting customer needs
D. “Is there anything else”
E. Closing the interaction on a high note
F. Continuing service: Keeping in touch
IV. Dealing with challenges
Service representatives need to adopt a strategy that enables them to recover customer loyalty when things go wrong
A. The Service Recovery process
V. Telephone and email interaction
A. Basic telephone and email etiquette
VI. Personal effectiveness and professionalism
A. Personal grooming
B. Communicating with customers
3. Visual (body language)
Ms. Anamaria M. Mercado has over 15 years experience in the field of business development and management, particularly sales and marketing. She has handled products offered in retail consumer, office, and industrial markets, working initially as a sales representative and marketing analyst, and later as a business group head. She has worked with various customers and trade partners including distributors, dealers and retailers.
Over the last few years, Ms. Mercado has concentrated on full time training - facilitating courses in sales and its disciplines, customer service and Six Sigma.
Ms. Mercado has a degree in Business Economics and post graduate units In Professional Education from the University of the Philippines. She also has a Master’s degree in Business Administration from the Ateneo Graduate School of Business.