Customer Service Skill for Service Personnel
讲师:凌敬忠 发布日期:12-01 浏览量:464
Customer Service Skill for Service Personnel
Objectives
This course is to help Service Personnel “Exceeding customer’s expectation” is always the golden rule for the service personnel. However, the golden rule is the unachievable moving target. Because, the customers’ expectation is not a SMART goal, it is always changing. However, the satisfied customer is not necessary to be a loyalty customer, which means what we are chasing is not the ticket for the making money. Hence, we need a new goal to pursue, and a new way to do our jobs.
There is always request will be emerged. Therefore, SOP is a method to ensure the request will be fulfilled, bot sometimes are not. SOP is a good way to do thing in stable environment, not in a modern VUCA (Volatility, Uncertainty, Complexity and Ambiguity) world.
Outlines
Module 1: The challenge of the customer service
The traditional paradigm of the customer service
The challenges of the traditional paradigm
New paradigm and opportunity
Four principles of effortless
Activity: What is the top 10 issues
Module 2: Minimize the channel shift
Types of service channel
Impact of the channel switching
How to analyze the favorable service channel
Activity: Analyse current channel
Module 3: To solve from the root
Challenges of the customer service
Customer’s request and unspoken request
How to analyze the unspoken request
Activity: how to avoid the unsolved solved issues
Module 4: How to lift customer’s experience
Opportunity and payback of the experience
Avoid to say “No”
To make customer aware our passion
To treat customer based on their social styles
Activity: analyze self social styles and role play
Module 5: The True Moment
What is the true moment
The 3 different responses
The reasons for the responses
How to face the true moment
Module 6: Communication with customers
How to apologize
Handle unreasonable request
Handle unhappy customer
Handle unfair criticism
Deliver bad news
Communication under the crisis
Period: 2 days
