This workshop aims to enhance the assertiveness of the participants towards dealing with others by first assessing the assertiveness level of oneself and introducing assertiveness in language and action.
VENUE
- Mpower Training Center
- 222 Vivaldi Residences, EDSA cor Aurora Blvd.., Cubao, Quezon City
TIME
8AM-5PM
*However, if the headcount is low, the training may be set at 9AM-4PM or 9AM-5PM. Your certificate, still, will indicate 8 hours.The start time and end time will be finalized three days before the class. Please look for an email from inquire@insightsmanila.com or chat with us to confirm.
INCLUSIONS
For onsite:
- printed handout
- printed certificate
- AM snacks
- candies and coffee
- WIFI access
NOTE: Depending on the number of participants, the training may be cancelled if there are only 2 participants. We will however guarantee that you will get refund for your enrollment in the event that the training is cancelled
OUTLINE
I. Introduction (Discussion, Reflection, and Activities)
Definition of Customer Service
The Importance of Customer Service for Businesses
The Impact of Good and Bad Customer Service
Identifying the Different Types of Customers and Their Needs
II. Employing Customer Service in Communication (Discussion and Activities)
Verbal and Non-Verbal Communication Skills
Active Listening and Questioning Techniques
Using Politeness and Positive Language
Building Rapport, Paraphrasing, and Assurance of Help
Apologizing and Empathizing
Resolving the Customer's Concerns
Doing the Extra Mile
III. Customer Service in Different Media of Communication (Workshop)
Customer Service in Email
Structure of a Customer Service Email
Ensuring Correct Tone of Emails
Reading between the Lines: Ensuring All Problems are Resolved
Customer Service in Phone Conversation
Structure of a Customer Phone Conversations
Approaches for Inbound and Outbound Calls
Customer Service in Chat Conversation
Structure of a Customer Chat Conversations
Reminders when Handling Chats
Customer Service in Face-to-Face Conversation
Structure of a Customer Face-to-Face Conversations
Facial Expressions and Body Language
IV. Handling Irate Customers (Workshop)
Understanding Irate Customers
General Tips in Handling Unsatisfied Customers
Types of Complains and How to Handle Them
General Tips in Handling Irate Customers
Steps to Dissipate an Irate Customers
V. Customer Service Best Practices (Discussion and Synthesizing)
Creating a Culture of Customer Service
Measuring Customer Satisfaction: Creating a Scorecard
Identifying Areas for Improvement and Setting Goals
