Customer Service Training (With Japanese Perspectives)

By: Bright Vision Consultancy & Training  09-08-2009
Keywords: Productivity & Quality Improvement

This two (2) day hands-on skill training program will help participants to :  
·          Develop an instinctive mindset to deliver the best customer service quality consistently.
·          Increase their sensitivity towards customer’s rising expectations
·          Hone in service skills to handle difficult customers effectively.
·          Formulate a “procedures and follow-up” plan for implementation at the work place

 Course Outline
1. Key Elements In Delivering Service Excellence - Japanese Business Way
o      Listen to customers: discover their ideas of improvement; 
o       Look for “Moments of Truth”  with your customers 
o      Personalizing delivery and Showing Passion  
2.   Service Delivery Challenge 
o       Why do customers continually experience poor service?
o       What is right is more important than who is right; 
o       Apply the customer service techniques to enhance service process  
3.   Customer Communication 
o     The art of giving and receiving feedback. 
o      Discovering customers’ needs by asking the right questions. 
o      Saying the right words the right way. 
o      Demonstrating friendliness, care and confidence to your customers.  
4.    How To Handle Difficult Customers and Complaints 
o     What is does our service miss and what do customers expect from us?
o       Solving customer problems.  
5.    Setting Standard Operating Procedures 
o      Taking requests / orders 
o      Meeting customer needs
o      Follow up action – Q.S Up  
6.    “Can Do !”  Challenge 

Venue         : La Salle Hall, Petaling Jaya

Please contact us at +603 9221 3295 OR email for registration

Keywords: Productivity & Quality Improvement

Contact Bright Vision Consultancy & Training


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