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
Advanced Customer Service Skills
Perusahaan yang menominasikan karyawannya untuk berpartisipasi dalam Program Pelatihan Advanced Customer Service Skills, dapat memperoleh manfaat sebagai berikut :
- Mendapatkan kepuasan pelanggan yang lebih besar
- Meningkatkan keterampilan interpersonal customer service
- Customer Service akan berfokus pada pendekatan yang lebih profesional dalam berhubungan dengan pelanggan
- Berkurangnya keluhan dari pelanggan
- Customer Service akan bertanggung jawab untuk bermitra dengan pelanggan dan menciptakan win-win solution
- Organisasi akan dikenal karena bekerja lebih keras untuk mendukung pelanggan
- Organisasi akan dikenal sebagai perusahaan yang ramah terhadap pelanggan
- Organisasi akan dikenal karena memiliki sisi kemanusiaan
Module 1 : Building the right attitude
- Create an attitude of willingness to help
- Know that the customer is king
- Build the foundation of customer service
- Do not take it personally
- The attitude of sincerity to help goes a long way
Module 2 : Build patience and resilience
- Fundamental aspects of patience and resilience
- Manage the anger of the customer
- Empathize and be in their shoes
- Be on the same side
Module 3 : Create a partnership
- Fundamental aspects of patience and resilience
- Manage the anger of the customer
- Empathize and be in their shoes
- Be on the same side
Module 4 : Thorough Knowledge and Facts
- Have thorough knowledge of the product and service
- Offer help if you don’t have the information
- Facts supports and overpowers doubt
Module 5 : Communicate Positively – Excel at Customer Service
- Use the 30 Sec rule
- Persuade the customer by focusing on their needs
- Create happy customers by using positive language
Module 6 : Read the customer language
- Understand the information by customers body language
- Listen for the cues
- Act out immediately to deal with the situation
- Showcase charisma and a cheerful personality
Module 7 : Proactiveness is appreciated
- Manage your time
- Set goals and work towards them
- Have a goal focused approach
- Proactively attend to the requirements of the customer
- Pre-empt the surprises and plan for them
Module 8 : Know your and customer’s personality style
- Understand that each one has a different personality and behaviour
- Understand your own personality style
- Know 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
Module 9 : Resolve Complaints and Escalations
- Use the learnings to resolve the complaints
- Reduce the complaints and category of complaints
- Handle escalations
- Closing the interaction with the customer and send them happily
Module 10 : Know you are the brand
- Showcase yourself as the brand
- Talk to the customer basis their needs
- Focus on cross-sell and upsell