Customer is always right”. This is a common statement in customer service where customer‟s satisfaction is a priority. The salesperson must equip themselves with interpersonal skill to build a good relationship with their potential buyer. The importance of a
great image and persona is to ensure the loyalty of the customer. Participants of this training will learn customer skills to improve the performance and professional, charismatic image that reflects well on their company.
CRM 009 – Effective Customer Service, 11 & 12 November 2024
CRM 009 – Effective Customer Service, 11 & 12 November 2024
RM 1,990.00
INTRODUCTION
OBJECTIVES
At the end of the course participants will be able to:
• Identify the benefits of the customer service
• Equip the professional manners skill
• Apply the interpersonal techniques in
dealing with angry and upset customers
PARTICIPANTS
This course was designed for all staff who
deal with customers.
TRAINING MODULES
First Day (9am - 5pm)
- Know your Company, Know your Customer
- Identify your mistakes and strengths
- Concept of a good customer quality
- Techniques for active listening and empathy
- 10 professional steps to deal with the customers
- The proper deportment while meeting the
customers
Second Day (9am - 5pm)
• Know your style, gain customer‟s trust
• Seven types of Style Personality
• Professional attire according to situation and place
• Seven types of Style Personality
• Professional attire according to situation and place
- 10 mistakes in appearance which can destroy
personal image
- Counter interaction and telephone conversation
- Steps to handle customer complaints or other
issues