Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer service professionals. In this course, we will learn why customer service should be one of the top priorities in this
increasingly competitive global economy.
In this dynamic, highly interactive workshop, you will learn what is good customer service. How can it go from good to great? What are the pitfalls that many people experience when trying to deliver customer service? Does attitude count? What is
the best way to handle difficult customers? What techniques can be used to reduce customer-service stress? Find out the answers to these and other important customer-service questions during this information-packed training session. Participants will learn
what exceptional service is, how to project a customer-friendly image, how to handle demanding customers, and more.
**All webinars/trainings are held via Zoom
Outline
Program Content
Module 1-Customer service fundamentals
Module 2 - Customer service skills
Topic A: Customer Expectations
Topic B: Quality of service
Topic C: New Approaches to Customer Service
Module 3 - Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Empathetic Listening & Expressions
Target Audience:
Anyone who is working in an office environment and anyone who is involved & responsible for any functions or responsibilities within an organization (e.g. managers, supervisors, staff, etc) may attend. There are no prerequisites for this course.
Speaker/s
DR. FLOR M. GLINOGA, PMP, MBB, CPHR, FPM
Internationally Recognized Management and HRD Consultant