Corporate Training
Blue Ocean offers a wide array of bespoke corporate training solutions for organizations to enable their employees to become specialists in their industry. We offer over 600+ corporate training programs catering to a wide range of industries across government, semi-government and private organizations. The courses are designed to deliver strategic insights and learning for building high potential teams that can drive actionable strategies for their organizations. Our corporate programs are flexible and can be tailored to suit customers’ specific needs, helping teams unleash their maximum potential for organizational benefits.
Excellence In Customer Service (Advanced)
Course Objectives
By the end of the course, participants will be able to:
- Explain the importance of customer service for any organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Course Outline
- Customer Service
- Quotations on customer service
- Service definitions and concepts
- Service dimensions
- Quality service requirements
- Internal Customer Service
- Identifying internal and external customers
- The customer profit chain
- Who, of the internal or external customer, is more important
- Managing Customer Expectations
- What to say and what not to say
- Calming upset customers
- Comments you should avoid
- Managing customer expectations
- The ServQual model
- Flying over customer expectations
- The RATER Model
- Professional Behavior with Customers
- The power of behavior
- Principles of effective behavior
- How to behave professionally with the customer
- Assertive, passive and aggressive behavior
- Dealing with Difficult Customers
- Dealing with different personality types
- Service recovery
Course Objectives
By the end of the course, participants will be able to:
- Explain the importance of customer service for any organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Course Outline
- Customer Service
- Quotations on customer service
- Service definitions and concepts
- Service dimensions
- Quality service requirements
- Internal Customer Service
- Identifying internal and external customers
- The customer profit chain
- Who, of the internal or external customer, is more important
- Managing Customer Expectations
- What to say and what not to say
- Calming upset customers
- Comments you should avoid
- Managing customer expectations
- The ServQual model
- Flying over customer expectations
- The RATER Model
- Professional Behavior with Customers
- The power of behavior
- Principles of effective behavior
- How to behave professionally with the customer
- Assertive, passive and aggressive behavior
- Dealing with Difficult Customers
- Dealing with different personality types
- Service recovery