Customer Service Excellence

Practical Training On “Customer Service Excellence” 21‐22 June 2012 (Phnom Penh) 25‐26 June 2012 (Siem Reap) Venue: Hotel/Restaurant Language : Khmer . OBJECTIVES By completing this course participants will be able to: Create positive first impressions with customers Read customers and use your body language and voice effectively Ask relevant questions Listen actively Build rapport with customers Understand and follow the key steps in the service process Understand the importance of customer service to your department’s and institution’s success Analyse who your customers are, how they perceive you and what you need to do to achieve excellent service Understand your competitive advantages and how to enhance them Understand the dangers and opportunities of dissatisfied and delighted customers Understand the effects of exceeding customer expectations Implement best practice customer service techniques Respond positively to complaints and difficult customers Develop and implement an action plan to achieve consistent excellent service. COURSE CONTENTS How to create a positive first impression with all customers Keys to always getting your personal presentation right How to read clients' body language and how to use your body language and voice flexibly and effectively How to build rapport with all clients How to use questions effectively The key steps in the service process The link between outstanding service and your department’s/institution’s success Who are your clients (both internal and external) and how do they perceive you? What is your competitive advantage? Analysing the dangers and opportunities of dissatisfied and delighted clients WHO SHOULD ATTEND? Anyone who deals with customers, stakeholders and clients. TRAINING METHODS Besides short lecture, this training will include a lot of group discussions and role plays to encourage the participants to immediately put into real practices what they are learning and to enable the trainer to provide feedback. ABOUT TRAINER Ms. Hong Sotheary is currently working in Customer Service Department for one of an Australia leading companies in Sydney with Janbay Home Hardware store part of John Danks Group since the early 2009. Ms.  Hong  Sotheary  is also employed as a  waitress in the evening with the busy and rapidly grown restaurant, with six stores known as Rashays Café & Restaurant. She is responsible for making sure all the customers are served with the foods & beverages as they had ordered, and also dealing with customers if there is any inconvenience that has occurred during the serving of their orders. In Cambodia she has trained, and gained a lot of experiences in the Customer Service field through her work experiences with several high standard hotels. She started her first career as a waitress in 2001 for a year, and then she was promoted to a Human Resource Clerk with an international Five Star Hotel. After that she gained promotion opportunities with other companies and hotels, and held the last position in Cambodia as a Personnel Manager. SPECIAL COURSE FEE Direct Members: USD150/person Members of GMAC, MBCC, IBC, CMA, ACRA, BBAC: USD180/person Non Members: USD200/person         (Fee is inclusive of Lunch and learning materials. Certificate provided) FURTHER INFORMATION & REGISTRATION Mr. Prim Somony (or Mr. Orm Ponnareay)  Mobile: 012 634 077, Phone: 023 222 186 E‐mail:  training@camfeba.com  or  training_assistant@camfeba.com # 44A, St. 320, Boeung Keng Kang III, Chamkar Morn, Phnom Penh.