Master Guide Customer Service 2025
Topic Training :
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Basic Customer Service
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Telephone Customer Service
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Internal Customer Service
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Dealing With Difficult Customer
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Customer Centricity
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Customer Service Excellence
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Certified Customer Relationship Management
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Customer Retention and Loyalty
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Taking ownership & accountability
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Coaching Customer Service Skills
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Customer Experience Management
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Advanced Customer Service Skills
Basic Customer Service
Program ini membekali Anda untuk mengasah keterampilan mendengarkan kebutuhan pelanggan, apa yang pelanggan butuhkan dan bagaimana mengatasi masalah pelanggan, sehingga dapat meningkatkan indeks kepuasan pelanggan. Program ini meningkatkan keterampilan dan bekerja lebih keras untuk melayani pelanggan.
Setelah berhasil menyelesaikan Program Pelatihan Basic Customer Service, peserta diharapkan akan mampu :
- Memahami pelanggan dengan pendekatan yang berfokus pada pelanggan
- Menyadari pentingnya layanan pelanggan dan nilai-nilai yang dibutuhkan melayani pelanggan
- Menjadi pendengar yang proaktif, menerapkan keterampilan mendengarkan dan berempati dengan pelanggan
- Berinteraksi dengan pelanggan dengan menggunakan keterampilan komunikasi yang efektif
- Mengajukan pertanyaan dengan menggunakan Model Bertanya
- Memahami harapan pelanggan dan berupaya untuk melampaui harapan pelanggan
- Melatih bahasa tubuh dan gestur pelanggan untuk menunjukkan pendekatan profesional.
Know your customer and create the foundation:
- Recognize who is your customer and what are they looking for?
- Understand the requirement of the customer
- Know the foundation of customer service
- Learn the pillars of customer service
- Know how to create a professional approach towards the customer
Create a professional approach to interact with the customer :
- Focus on creating a successful interaction with the customer
- Understand the expectations of the customer
- Use conversational language to your advantage
- Recognize your strengths and areas where you need to work on
Create a vision :
- Assess your customer service approach and create a vision towards enhancing the skill
- Create goals and set benchmarks of where you want to reach
- Use the bridge model to achieve goals
- Understand the process and use it to align the goals
Listening Skills :
- Recognize that listening plays a critical role in customer service
- Know the different levels of listening
- Look at the various factors to be worked on when listening to the customer
- Exercise working on the skill and listen instead of only hearing
- Listen to calm them down, and deal with conflicts
Communication Skills :
- Work towards building a two-way communication
- Recognize the types of communication, know the various forms and the impact that they have
- Understand how communication works and doesn’t work
- Recognize the filters to communication
- Identify the barriers to communication and work towards overcoming them
Body Language – Non-Verbal Communication :
- Recognize the importance of non-verbal communication
- Work towards creating a positive impression
- Develop positive energy by interacting and using the right gestures, actions, and styles of body language
Enhance the Customer Service Experience :
- Understand your customer
- Know that there are different kinds of customers
- Customize your interaction with each kind of customer
- Identify the questioning model and work towards asking the right questions
- Recognize the different customer behaviours
Know your Personality Style :
- Understand that each one has different personalities and behaviours
- Understand your own personality style
- Identify the personality styles of people around you and see how you can adapt
- Work towards the interaction in a logical and pragmatic way
- Recognize the different personalities and find out how to mould your behaviour to get the best out of the interaction
Recognize the different kinds of complaints and resolve them :
- Recognize the different complaints from a customer
- Implement a structure to work on those conflicts and complaints
- Use the learnings to resolve the complaints
- Reduce the complaints and category of complaint
Excel at Customer Service :
- Exceed the brand value of your organization by building your credibility, and keep customer’s trust
- Forming a connect with the customer to go the extra mile
- Use the 30-sec rule of Customer Service