PROGRAMME OVERVIEW
The “Excellent Service Role Model” programme is an excellent training programme specially designed to equip and enhance the service skills of the customer service staff so that they become role models who not only offer excellent service but are also good examples for the rest of the service staff. In addition, the Service Role Models will also set the standards for excellent service and influence others in the workplace.
TARGET AUDIENCE
Supervisors and Service Staff
LEARNING OBJECTIVES
- Understanding the importance of excellent service
- Identifying and meeting expectation of the customers
- Knowing the different ways to make people feel welcomed
- Offering caring and professional services
- Servicing the different types of customers
- Handling demanding and difficult situations
- Managing customer’s complaint
- Projecting a positive image for the organisation
- Handling all customers enquires and requests professionally
- Being a role model for offering excellent service
DURATION
1 day
CONTENTS
Introduction – Who are Service Role Models?
I. The Importance of Excellent Service
- Why give excellent service?
- How did they make the customers happy?
II. Setting the Service Role Model Standards
- Step 1: Prepare and ready to serve
- Step 2: Greet and welcome customers with care
- Step 3: Listen and clarify to understand
- Step 4: Explain options and offering advice
- Step 5: Complete the transaction professionally
- Step 6: Ending the transaction on a good note
- Step 7: Efficient documentation and follow-up
III. Adapting to Different Types of Customers
- By their needs
- By their product knowledge
- By their personalities
IV. Resolving Difficult Situations and Complaints
- Handling crowded situations and peak periods
- Handling angry customers and complaints
- Saying “no” professionally
- What caused these customers to be unhappy?
Conclusion – Be an excellent service role model
The curriculum is empty
