Performance 績效

Potential 潛能

Leading Customer Service

Course Code: 

Upon completion of the workshop, participants will be able to:

  • improve participant’s effectiveness as a coach to create and sustain a service culture
    • Communicate customer service standards to the customer service staff
    • Incorporate the standards into their performance targets
    • Get staff’s commitment
    • Model customer service that goes the extra mile
    • Coach staff on difficult customer service issues
  • create a continuous enabling and learning environment to support staff in delighting customers
  • increase the team’s capability to exceed customers’ expectations
Course Content: 
  1. Learning process of adults
  2. PURE Coaching Model©
  3. Customer service standard portfolio
  4. Customer service standard evaluation system
  5. Understand your staff
  6. Feedback giving and commitment building
  7. Management of objection
  8. On-going initiatives to nurture a customer service culture
2 days