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Critical Skills in Today Customer Service Management

http://www.3gagent.com/
 Training on
Critical Skills in Today Customer Service Management
21-22 October 2014

Understanding how to provide First Class Customer Care is one of the significant keys to growing and sustaining a business “No Customer No Business”. Customer Care can make or break an organization. This critical course is meant to help you to explore: What is exceptional customer care? How can it go from better to great? What are the pitfalls that many people experience when trying to deliver customer care? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer-care stress? In order to find out all answers to these and other important customer-care questions, we would like to invite your highly participations to attend this professional training course prospectively.

Training Benefits

  • Identify who are your targeted customers
  • Understand your current Customer-Centric Practice
  • Assess and improve your Self-Service Delivery in your own work environment
  • Create a Customer Care Mission Statement for your workplace
  • Learn the meaning of Customer Care in the context of your workplace
  • Adopt the professional Customer Care Mindset
  • Determine the various measurement techniques and develop appropriate measurements for the different types of customer satisfaction levels
  • Improve customer communication practices
  • Learn how to say “No” professionally with your valued customers
  • Apply best practice techniques once dealing with upset and angry customers  
  • Develop an action plan for improved service levels
  • Learn Customer Care Best Practices

Course outlines

I. Self-Service Assessment 
II. Fundamental to Customer Care 
  • Understand practical 10 Customer Care’s case studies
  • Know your actual behaviors once dealing with customers
  • Understand your current organization Vision & Mission that aligned with Customer-Centric Approaches 
  • Learn and benchmark best practice approaches for your organization
III. Defining Customer Care Quality 
IV. Professional Customer Care Behavior
  • Know the important of the Power of Perception
  • Create your Affirmation and Mission Statement
  • Identify your targeted customers
  • Understand Level of Service Satisfaction 
  • Understand what is “Moment of Truth”
  • Qualities of outstanding Customer Care Representatives
  • Customer Care Mindset and Behavior
  • Stress Management
V.  Managing Customer Expectation
VI. Establishing Effective Communication
  • Influencing Customers’ Decision
  • How to say ‘NO’ professionally
  • Active listening ways
  • Effective communication dimensions
  • Effectiveness of Telephone etiquettes 
VII. Managing Customers’ Complaints
  • Compliant is a gift
  • Identify Customer’s Complaints
  • Handling Customer’s Complaints Effectively


Who Should Attend?
  • Customer Service Managers
  • Customer Service Representatives 
  • Sale and Marketing Representatives
  • Anyone who is working direct contact with customers
  • Anyone who wishes to work in Customer Service Section for career endeavor  

Training tools and materials
Flipcharts, color papers, handouts, pens, papers and other stationeries, especially, and final evaluation and other specific materials were used to present key learning concepts and structures and to make good environment for learning to ensure the presentation run smoothly and efficiency. Training methods included Presentation, Group discussion, Role Play, Activities, Case Studies and Question &Answer.

Trainer
Vuth is an internationally qualified trainer. He has been awarded qualifications from Singapore as a qualified trainer. He is skilled in developing and implementing customized, targeted training programs and initiatives to meet needs identified customer service excellent & Sale Special Analysis. He has delivered training courses in Cambodia and Thailand for Customer Service Excellent & Sale Analysis Expertise as well as providing mentor to the staff. He has more than 10 years experience in staff capacity building, strategic human resources management, exceptional customer service, practical sale techniques, communication, leadership skill, effective time management.


Training information
Course Title:      Critical Skills in Today Customer Service Management
Language:         Khmer/English, Slide presentation and handouts are in English
Trainer:             Mr. Vuth
Date:                  21-22 October 2014 (2 days)
Time:                 8:30 am – 17:00 pm
Venue:               King Grill & Beverage Restaurant
Fees:                 US$ 100
Free:                 Certificate Frame
Special Offer:   95$ for group registering from today until 17 October 2014.

    3G Agent Co., Ltd
    #58, St. 313 corner 584, Boeung Kok II, Toul Kok, Phnom Penh, Cambodia
    Tel: 023 6767 687 / 088 767 6676 / 012 98 38 30 / 010 829 998
    Email:  mengtaing@3gagent.com   or  sovanna@3gagent.com
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