CUSTOMER SERVICE MANAGEMENT – Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn’t and identify how you can understand and provide good customer service.

Many businesses want to achieve “good customer service”. Right now that’s the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused. 

The design of the course is to give participants a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system. 

Objectives 

  • Understand effective methods and strategies for creating excellent customer service.
  • Understand the challenges and problem solving methods of customer service.
  • Learn to recognize and provide not must “good” but “exceptional” customer service
  • Learn how to recognize “poor” customer service.
  • Learn how to “wow” your customer nderstand the communications in customer service.
  • Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty

 

Audience:

Individuals with intensive interaction with customers and with the strong interest on customer service management

Contents

Table of Contents

Day 1

Welcoming customers

  • The value of excellent customer service
  • Why are we here?

Tourism, leisure and hospitality

  • The tourism, leisure and hospitality industry
  • The benefits of tourism
  • The value of tourism

Understanding your customers

  • The customer experience

Delivering service excellence

  • Key elements of customer service
  • Customer service trends
  • Setting and maintaining standards
  • First impressions

Communicating successfully

  • The communication process
  • Types of communication
  • Are you listening?
  • That’s a good question…
  • Telephone techniques

Day 2

Providing information and advice

  • Presenting information to customers
  • Knowing your local area
  • Giving directions

Meeting specific needs

  • Providing an accessible service
  • Language and cultural diversity
  • Welcoming customers of all ages

Dealing with difficult situations

  • I’m the nice customer
  • The causes of dissatisfaction
  • Handling complaints
  • Resolving problems

Boosting business

  • Using customer service to boost business
  • Improving quality

 

Metode 

  • Presentasi,
  • Diskusi.
  • Case studi

 

Instruktur

Tim Instruktur

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