The Art of Service – Building Customer Loyalty

What’s in it for my organisation?
Attracting new customers is often more costly and resource intensive than retaining existing ones. The Art of Service trains service staff to take on the all-important role of nurturing and strengthening customer relationships that leads to increased customer satisfaction and loyalty. It equips them with the professional skills and techniques of managing customer experiences and handling complaints and difficult situations. Get into the mind and emotions of the customer and understand what works and what doesn’t in a variety of situations!

What will I experience?
• The Service Value Chain
• Your Role in the Service Value Chain
• Tracing Service Breakdowns
• The Life Time Value of a Customer
• The Cost of Service Breakdowns
• Preventing Service Breakdowns
• The Value of Customer Complaints
• EQ – Understanding & Managing Emotions
• Turning Adversaries to Ambassadors – Service Legends
• AQ – Honing Your Effectiveness in Dealing with Difficult Customers/Situations
• Responding Empathically & Professionally to Customer’s Concerns
• 5 A’s to Handling Complaints & Difficult Situations
• Skills Practice & Feedback
• Reflection & Action Planning

Who would benefit from this learning experience?
• Customer service staff
• Staff with internal customers
• Supervisory staff
• Customer Experience Managers

Duration
2-day session
(16 training hours)

Course Fees
For enquiries on course fees, please contact the below-mentioned.

Course Dates
In-house training only.

Contact Person
Lilian / Serene
Tel: 6225-7811
Email: enquiries@oticonsulting.com

In-house training may be conducted for your organization, please contact above-mentioned.