Customer Service Par Excellence
Introduction 1. Identifying Who Your Customers Are (Internal/External)
2. Recognising The Importance Of Good Customer Service
3. Learning The 6 Degrees Of Awsome Service
4. Learning How To Project A Good And Positive 1st Impression, In Face-To-Face Or Telephone Service Situations
5. Know Exactly What To Say And How To Say It (Words & Tone Of Voice) In Over-The-Counter As Well As Telephone Service Situations
6. Learning The Art Of And Acquiring A Positive Attitude For Welcoming Complaints And The Need For Service Recovery
7. Learning The Art Of Handling An Angry Customer
COURSE OUTLINE
1) IDENTIFYING YOUR CUSTOMERS
- Internal & External Customers
2) WHY SERVE?
- The Importance Of Good Customer Service
- Using The S-M-I-L-E Approach To Customer Service (S’poreans – Proactive, Manners, Integrity, Listen & Empathise)
TEA – BREAK (30 Mins.)
3) THE 6 DEGREES OF AWESOME SERVICE
- What Are The 6 Degrees Of Service
- Personalising Your Service – Make Them Yearn To Come Back!
4) PROJECTING A GOOD & POSITIVE 1ST IMPRESSION
- Verbally, Vocally & Visually
LUNCH – BREAK (1 HOUR)
5) TELEPHONE TECHNIQUES
- The Dos And Don’ts Of Telephone Etiquette
- What Is Phone Courtesy?
* Putting A Smile In Your Voice
* Putting The Caller On Hold
* Hanging Up Politely
TEA - BREAK (30 Mins.)
6) COMPLAINTS WELCOMED!
- Find Out Why The Customer Is Unhappy
- Are Customers Always Right?
- Never Assume, Always Ask!
- Seeing The Customer As A Valued Partner
7) PROVIDING SERVICE THAT OTHERS TALK ABOUT - WITH THE 5 Ps
- Serving With Pride, Passion, Purpose, Pleasure & Partnership
- Summary And Conclusion TRAINER 
John Sih specialises in grooming individuals to become Effective Interpersonal Communicators and Public Speakers. He also trains Sales Professionals in the Art Of Selling and frontline officers in Customer Service Excellence Skills. As a Psycho-Geometrics practitioner, he imparts the Practical aspects of Psycho-Geometrics. John is also a Pioneer laughter instructor in Singapore, having been trained by the Laughter Guru Of India, Dr. Madan Kataria. He is the First to conduct laughter sessions in various laughter clubs in Singapore. Known as the "Laughter Guru Of Singapore", John is one of the first few Professional Laughter Instructors in Singapore. Speaking is his PASSION, Training is his LIFE and Sharing is his FORTE!
And it is his pleasure to be invited to laugh with YOU! COURSE FEE: S$450.00 ( inclusive of lunch & teabreaks)
EARLY BIRD RATE: S$390 (register at least 10 days before class date) For in-house or any enquiries, please call Lorraine @+65-96930601 or email
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