Service Course
Handling Complaints Effectively
- Recognize the key skills and qualities required to manage customer complaints effectively
- Equip the participants with skills on building rapport and customers’ engagement
- Demonstrate empathy whilst maintaining control of the conversation
- Establish customers’ needs through listening and questioning
- Defuse difficult customer emotional responses
Building Service-Focused Culture
- Understand the importance of excellent service to win competitions
- Identify customers’ needs and service quality dimension in general
- Role modelling service visions
- Apply outstanding customer service technique to support business