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Provided by: Human Resources Services
G K Lim's Customer Service Excellence TrainingClick here for more information or to take this course
Training Provided by Human Resources ServicesLet's face it: one slight mistake in serving one customer in today's extremely competitive business environment means millions of dollars down the drain.Your company's customers don't deal with just your company alone; they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries. Today, it's corporate suicide for your staff to take customer service lightly. Your people cannot afford just to show that they care. Customers are no more numbers or statistics; neither are they "markets," "marketing," or "territory." Without them, your products or services remain on the shelf. Without them, there's no income, no salary for everybody in the company. It's necessary, therefore, that your staff genuinely care. No mere lip service. Today's customer is Boss! More info at: http://www.gklim.com/programs/customer_service.html Training Avaliability and Delivery
Related Keywords: management leadership g k lim malaysia sales negotiation customer service kuala lumpur gklim mind development klang valley lim geak kuang hrd gateway human resources services speaker trainer gk lim china stress key account management corporate account management Training Program DetailsOffering excellent service is good, but what will it do for me?
Appealing to the WIIFM (What's in it for me?) need in every company employee. Discussing and listing all the personal and career benefits an employee gets when he or she is really focused on offering fantastic customer service. Exercise: What is the name of your company? Who are the shareholders? Who are your customers? Being a customer yourself To best serve a customer, you must first be a customer yourself Group work: Describe a pleasant experience you had as a customer; then describe an unpleasant experience, and then discuss how you felt. What happens when you get good customer service or bad customer service from a supplier? What sort of service are you offering? Why we don t give good customer service Write down some common excuses people give for offering indifferent or poor customer service, and then discuss why -- and how to overcome them. Internal customers -- how they affect our job What outstanding organizations have -- quality products, delivery systems, and customer service Moments Of Truth In Customer Service Moments of truth in customer engagement Reasons for moments of truth The Customer Engagement Process Introducing the CESAWL model in customer engagement CESAWL role play Saying No How to say No without saying No What to do if you still cannot satisfy the customer Complaints, Complaints We want customers to complain. Group discussion on bad service delivery Positive results of working with complaints and difficult customers. Case study -- How to handle a complaint The Ron Zemke service disaster recovery process What happens when you put the Ron Zemke model into action Customer service is all about communications The biggest problem in communications Listening and verification skills Listening and verification skills role play Think of people who (don t) listen How to earn other people s S.T.A.R. (Support, Trust, Admiration & Respect) Emotional Intelligence (EI) -- the human side of customer service. A discussion of the works of Daniel Coleman and Stephen Covey The various intelligences Case study -- Great expectations Intrapersonal Intelligence profile Enhancing your Intrapersonal Intelligence First, clean up your bedroom .. Strategies to earn other people s STAR Don t kick the cat How to manage stress What causes stress What happens when we don't control negative stress Understanding the brain and the mind as a pre-requisite to managing and controlling negative stress Introducing a simple, powerful, scientifically proven stress release exercise Benefits of releasing and managing stress Why customers stop buying from your company Who s at fault? Getting rid of customer barriers Making it easier for customer to do business with us http://www.gklim.com About Human Resources Services - Training Provider
Human Resources Services - The course leader, G K Lim, is experienced in sales, marketing and business, and in cutting-edge adult learning techniques
G K Lim is a training consultant in the area of consultative / solution-centric selling skills, key account management, negotiation skills, customer service excellence, Emotional Intelligence enhancement, personal development, motivation, stress management, and...
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