Customer Service Skills Workshop

This workshop aims to enhance the assertiveness of the participants towards dealing with others by first assessing the assertiveness level of oneself and introducing assertiveness in language and action.

VENUE

• Mpower Training Center
• 222 Vivaldi Residences, EDSA cor Aurora Blvd.., Cubao, Quezon City

TIME

8AM-5PM

*However, if the headcount is low, the training may be set at 9AM-4PM or 9AM-5PM. Your certificate, still, will indicate 8 hours.The start time and end time will be finalized three days before the class. Please look for an email from [email protected] or chat with us to confirm.

INCLUSIONS

For onsite:

1. printed handout
2. printed certificate
3. AM snacks
4. candies and coffee
5. WIFI access

NOTE: Depending on the number of participants, the training may be cancelled if there are only 2 participants. We will however guarantee that you will get refund for your enrollment in the event that the training is cancelled

OUTLINE

I. Introduction (Discussion, Reflection, and Activities)

Definition of Customer Service

The Importance of Customer Service for Businesses

The Impact of Good and Bad Customer Service

Identifying the Different Types of Customers and Their Needs

II. Employing Customer Service in Communication (Discussion and Activities)

Verbal and Non-Verbal Communication Skills

Active Listening and Questioning Techniques

Using Politeness and Positive Language

Building Rapport, Paraphrasing, and Assurance of Help

Apologizing and Empathizing

Resolving the Customer's Concerns

Doing the Extra Mile

III. Customer Service in Different Media of Communication (Workshop)

Customer Service in Email

Structure of a Customer Service Email

Ensuring Correct Tone of Emails

Reading between the Lines: Ensuring All Problems are Resolved

Customer Service in Phone Conversation

Structure of a Customer Phone Conversations

Approaches for Inbound and Outbound Calls

Customer Service in Chat Conversation

Structure of a Customer Chat Conversations

Reminders when Handling Chats

Customer Service in Face-to-Face Conversation

Structure of a Customer Face-to-Face Conversations

Facial Expressions and Body Language

IV. Handling Irate Customers (Workshop)

Understanding Irate Customers

General Tips in Handling Unsatisfied Customers

Types of Complains and How to Handle Them

General Tips in Handling Irate Customers

Steps to Dissipate an Irate Customers

​V. Customer Service Best Practices (Discussion and Synthesizing)

Creating a Culture of Customer Service

Measuring Customer Satisfaction: Creating a Scorecard

Identifying Areas for Improvement and Setting Goals

Host or Publisher Mpower Learning Manila