Learn From The Best

Mastering The 5cs For Customer Service Excellence

28 October 2020

Introduction

• Achieving Excellent Standards In Customer Service

• Enhancing Customer Retention

• Meeting Company’s Objectives And Business Goals

Program Outlines

COMMITMENT

• Ensuring Accountability

• Having A Customer First Mindset

• Walking The Extra Mile
  

CONNECTION

• Answering Customers Professionally With Impressive Phrases

• Asking Questions Intelligently Without Offending Customers

• Showing That You Care In Their Needs And Complaints

• Dealing With Difficult Customers Smartly

• Involving And Delighting Customers
  

CLARITY

• Ensuring Clear Information Be Given In Enquiries And Complaints

• Inviting Questions From Customers To Ensure They Understand

• Repeating Important Information When Necessary
  

CONSISTENCY

• Observing Consistency In Delivering Good Service

• Inviting Feedbacks From Customers On Service Rendered

• Excelling In Customer Satisfaction
  

CONTINUOUS IMPROVEMENT

• Keep Learning

• Trend Watching On Competitors’ Practices

• Regular Trainings And Updates To Give The Best To Customers
  

Who Should Attend

• All Customer Service Personnel

• Level of Understanding : Intermediate

Methology

• A Much Energised Training Requiring Full Participation

• Interactive Lectures With Role Plays and Team Activities

• Power Point Presentation With Flip Charts To Make Training More Interesting

After Attending, You Will Return To Your Job

• Raising Confidence In Service Delivery

• Creating Impact To Attract And Retain Customers

• Improving Capability To Meet Service Standards

Course Fees

Normal Fee ~ RM 748 / person

Group Discount (for 3 or more participants) ~ RM 636/ person

(Incl. 6% Service Tax)