|Date||:||18 November 2020|
|Time||:||09:00 am - 12:30 pm|
Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization.
Most businesses lose their customer every day because of bad service and others gain them due to better service. Smart executives know that customer service development is an on-going process. To deliver effective customer service, an organization needs to seriously commit to and invest in their employees who manage the customers. But where do we start! What makes Customer Service Professional? Also one of the aspects of customer service which is often overlooked is how the customer is handled when things go wrong. How you recover with a customer is critical to building customer loyalty and customer retention. Avoid turning dissatisfied customer into an angry one!
Upon completion of this programme, participant will be able to:
At the end of this programme, participant will have gained the following knowledge and learning and be able to:
Remote learning – virtual classroom
WHO SHOULD ATTEND?
Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers and all those who need to handle customers.
|Module 1: Quality Leading the Way||
|Module 2: Understanding Expectations||
|Module 3: Managing Customer Experiences||
|Module 4: Recovering when Things Go Wrong||
Sathiesh has extensive 17 years of working experience in Telecommunication and Semiconductor /Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Been exposed to training in Managing Customers’ Complaints & Recovery Process, Sweden and Subscription Handling for Call Center as well as Call Center Service Overview, Spain.
Some of the portfolios that he has undertaken during his tenure includes: - Conducting Customer Satisfaction Surveys, Implementing Quality Initiatives, Team Engagement & Empowerment, Induction Programs, Writing Policies & Procedures, Creating and Implementing Change Management plans.
He strongly believes in People Management Practices and Learning & Growth principle as being one of the key elements for organisations to succeed. He is passionate in making a difference in participants’ learning through his personalized, practical and dynamic approach to make training an enjoyable and valuable experience.
Sathiesh has effectively helped organizations and its people improve performance through training and consultancy in the areas of Leadership, Customer Service, Project Management and Personal Development.