| 1) IDENTIFYING YOUR CUSTOMERS |
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Internal & External Customers |
| 2) WHY SERVE? |
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The Importance Of Good Customer Service |
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Using The S-M-I-L-E Approach To Customer Service (S'poreans- Proactive, Manners, Integrity, Listen & Empathise) |
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| 3) THE SECRETS OF SUPERIOR SERVICE |
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The 6 Levels Of Service |
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Personalising Your Service - Make Them Yearn To Come Back! |
| 4) PROJECTING A GOOD & POSITIVE 1ST IMPRESSION |
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Verbally, Vocally & Visually |
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| 5) TELEPHONE TECHNIQUES |
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The Dos And Don'ts Of Telephone Etiquette |
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What Is Phone Courtesy? |
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* Putting A Smile In Your Voice
* Putting The Caller On Hold
* Hanging Up Politely |
| 6) COMPLAINTS WELCOMED! |
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Find Out Why The Customer Is Unhappy |
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Are Customers Always Right? |
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Never Assume, Always Ask! |
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Seeing The Customer As A Valued Partner |
| 7) BOUNCING BACK WHEN SERVICE GOES WRONG |
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By Using The S-E-R-V-I-C-E Recovery Technique |
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{Sorry, Expedite solution,Respond, Victory, Implement improvements, Communicate results & Extend the outcome} |
| 8) PROVIDING SERVICE THAT OTHERS TALK ABOUT |
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WITH THE 5 Ps |
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* Serving With Pride, Passion, Purpose, Pleasure & Partnership
* Summary And Conclusion |
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