How May I Help You? Customer Service 101 for Frontliners
November 16, 2020 - November 17, 2020
Monday - Tuesday
6:00 PM - 9:30 PM
Early Eagle Rate:
November 02, 2020
One common factor shared by all organizations – regardless of industry, size, and location – is the critical need to be customer-focused and to provide exceptional customer service.
This online program introduces service representatives/frontliners to the fundamental principles and techniques required for excellent customer service delivery. As the first line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. In today’s competitive market, excellent customer service is critical to continued success for any service organization.
In this course, you will learn and practice essential skills through exercises and group activities to ensure skill transfer to the job and return on training investment for the 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. A customer service mindset
II. Meet the customer
A. Internal and external customer service
B. Types of customers
C. Customer expectations
III. Interacting with the customer
IV. Dealing with challenges: Service recovery
V. Telephone and email interaction
VI. Personal effectiveness and professionalism
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.