A. INTRODUCTION

Ø Training Objectives

Ø "Ice Breaking" Activities

Ø Yourself, Your Role and Your Job Expectations

B. QUALITY CUSTOMER SERVICE – Basic Definitions & Concept

Ø Service vs Work

Ø Quality vs Quantity

Ø Internal Customer vs External Customer

Ø You and Customer

Ø Quality Customer Service

Ø Why Quality Customer Service is Essential?

C. QUALITY CUSTOMER SERVICE SKILLS

Ø Basic Skills in General Customer Service

Ø Counter Services Skills & Courtesies - Interaction Technique - "G.R.E.A.T"

Ø Telephone Skills & Courtesies - Interaction Technique - "G.R.E.A.T"

Ø Managing Different Customer Behaviours

D. B.E.S.T QUALITY CUSTOMER SERVICE SKILLS

Ø Customer Conflict Management

Ø Creative Problem Solving

Ø Stress Management

SCIENTIA

Training