Enhance your customer service capabilities and develop a customer-centric mindset to deliver exceptional service experiences that exceed expectations.
#CustomerServiceSkills #ExceptionalService #CustomerSatisfaction
Duration
7 hours
Language of Delivery
English, or Cantonese
Introduction
In today’s highly competitive business landscape, providing outstanding customer service is essential for organizations to thrive. This workshop is designed to equip participants with the skills and mindset needed to deliver exceptional service that creates loyal and satisfied customers.
Through interactive discussions, practical exercises, and real-world scenarios, participants will learn how to understand changing customer expectations, enhance their communication skills, and effectively handle challenging customer interactions.
Course Details
Objectives
The objective of this one-day workshop is to provide participants with the tools and techniques to deliver exceptional customer service. Participants will gain a deep understanding of customer behaviors, develop self-confidence, and learn how to effectively communicate with customers.
By the end of the workshop, participants will be equipped with the skills to satisfy and exceed customers’ needs, handle difficult situations with professionalism, and conclude interactions on a positive note.
Methodology
This workshop combines interactive discussions, group activities, role-plays, and real-world simulations to create an engaging and practical learning experience. Participants will have the opportunity to apply their knowledge and skills through various exercises and receive personalized feedback from experienced facilitators.
The workshop fosters a supportive and collaborative environment that encourages active participation and knowledge sharing.
Key Takeaways
Participants will learn how to:
- Enhance self-confidence and develop a customer-centric mindset
- Understand service trends and changing customer expectations
- Effectively communicate with customers using professional greetings, active listening, and appropriate tone
- Show genuine interest in customers’ needs and provide accurate solutions or next steps
- Handle difficult customers with patience, accountability, and emotional intelligence
- Conclude interactions by providing solutions, expressing gratitude, and leaving a positive impression
- Summarize learnings, assess their own performance, and create an action plan for continuous improvement
Agenda
- Enhancing our Self-Confidence
- Understanding Service Trends & Changing Expectations
- Understanding Customer Behaviors
- Developing the right mindset
- Opening the discussion
- Professional Greetings
- Listen, Listen & Listen
- Attitudes, voice & tone
- Satisfying & Exceeding Guests’ Needs
- Showing genuine interest & Observations
- Asking the right questions
- Providing accurate solutions or next steps
- Handling Difficult Customers
- Acknowledging the Situation
- Exercising patience -avoid getting Emotional
- Handling the complaint/situation – Being accountable & taking ownership
- Concluding
- Providing the Solutions or escalating
- Thanking the Customer
- Ending the interaction on a positive note
- Summary, Self –Assessment, Action Planning and Close of Workshop
Target Participants
Suitable for professionals from various industries and sectors who are involved in customer service or have direct customer interactions.
Whether you are new to customer service or looking to enhance your existing skills, this workshop will provide valuable insights and practical techniques to deliver exceptional customer experiences.