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
Coaching Customer Service Skills
Program Pelatihan Coaching Customer Service bertujuan untuk mencapai tujuan-tujuan sebagai berikut:
- Menciptakan lingkungan yang kondusif di dalam organisasi yang menjamin pembelajaran yang berkelanjutan
- Membangun peningkatan keterampilan layanan pelanggan di setiap delegasi
- Mengembangkan pemimpin tim dan manajer untuk menjadi pembina layanan pelanggan
- Membangun hubungan saling percaya antara pembina dan juga tim
- Menciptakan modul-modul layanan pelanggan yang bertujuan untuk mencapai tujuan bersama organisasi
- Mengembangkan sistem dukungan pelanggan yang efisien
- Menerapkan etika yang mengutamakan pelanggan
- Membangun tim yang membantu untuk menumbuhkan loyalitas pelanggan.
Module 1 : Introduction to coaching skills
- Role of coaches
- Importance of coaching in customer service
- Appreciating customer service dynamism
- Managing and coaching – Find your balance!
- Developing leadership approach
- GROW coaching model: goal, reality, options, will
- Coaching methods: job shadowing exchange, job rotation
Module 2 : Discussing essentials of coaching of customer service skills
- Set customer service standards for beginners
- Discuss customer service goals
- Prepare your participants for outstanding service
Module 3 : Developing conducive coaching environment
- Coaching process
- Connecting with the trainees
- Identifying problem areas
- Timely review and feedback
Module 4 : Goal setting and assessing performance
- Developing action of plan
- Ensuring clarity of goals
- Setting quality standards
- Changing people’s behaviour
Module 5 : Dealing with dynamic and difficult customer situations
- Keeping up-to-date with product information
- Handling complaints
- Dealing with angry customers
- Not taking customer anger personally
Module 6 : Barriers to developing a trusting relationship
- Creating accountability
- Keeping a balance between the expectation of coach and coachee
- Allowing for autonomy
Module 7 : Coaching with data
- Working with feedback
- Preparing tip sheets
- Assessment and project
Module 8 : Working on communication skills
- Developing patience and empathy
- Importance of non-verbal communication
- Listening skills
Module 9 : Challenges to coaching
- Maintaining confidentiality
- Recognizing conflict of interests
- Managing resistance to change
- Fear of criticism in trainees
Module 10 : Essential coaching analytical skills
- Developing analytical thinking
- Analysing learner’s shortcomings
- Using analytical tools for decision making
Module 11 : Identifying challenges to delivering satisfying service
- Empower and motivate participants
- Customer service as per phase of the customer journey
- Use of right tools to deliver service
- Common challenges in customer service & how to overcome them
Module 12 : Developing customer-centric culture in a team
- How to place your customer first!
- Creating your customer mission statement
- Guidance on attracting customers