25 AUGUST 2005 1-5PM
"Client Care for Quality Service"
Edsa Shangri-la Hotel, Mandaluyong City
COURSE OUTLINE:
I. CUSTOMER SERVICE. GREAT SERVICE and EXEMPLARY SERVICE
- an honest look at the current state of our company’s policies on customer service. Evaluation of strengths and weaknesses and how to convert passive customers to active ones
- understanding total quality service
- the internal and the external customer
- Make a habit of service
- Service is a Way of Life
- Self-evaluation and company evaluation
II. UNDERSTANDING THE CYCLE OF SERVICE
- Rules of the Ballgame
- Reorganizing Company Policies
- Exemplary Customer Service = Increased Profit
- Structural Integrity
- Ten Major Phrases to Avoid Saying and What Should be Said Instead
- Practice on the Small Things to Be Perfect on the Large
- If the Customer Doesn’t Care About It, It’s not Service
III. BODY LANGUAGE (and its relation to Customer Service)
- Your Language Cries Foul!
- What Do You Really mean?
- Its Effect to The Customers
IV. PROPER HANDLING OF DIFFICULT CUSTOMERS
- Why the Customer is King
- Why Customers Become Difficult
- How To Soften their Temper
- Difficult Customer- To Lose or To convert
V. MANAGING CONFLICT WITH CO=WORKERS
- understanding the 4 conflict traps
- Learning the 5 basic truths
- Knowing the different working styles
- Receptivity and sensitivity
VI. TELEPHONE ETIQUETTE
- How to Answer the Phone
- How to Take a Message
- What to Say and What Not to Say
Plus: bonus topics on:
EXHIBITS, TRADE FAIRS, TIANGGES…
- Selling with confidence
- Moments of truth and how it affects your image
- Knowing what you sell
Note: Fee inclusive of handouts, merienda and certificate of completion
Date: August 25, 2005
Time: 12:30 – 5:30 pm
Venue: Edsa Shangri-La Hotel, Mandaluyong City
Call or email to reserve seats
Telefax 942-0859 / 940.4076
E-mail info@visionsandideas.com
email us if you want
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