Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer service professionals. In this course, we will learn why customer service should be one of the top priorities in this increasingly competitive global economy.
In this dynamic, highly interactive workshop, you will learn what is good customer service. How can it go from good to great? What are the pitfalls that many people experience when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer-service stress? Find out the answers to these and other important customer-service questions during this information-packed training session. Participants will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers, and more.
**All webinars/trainings are held via Zoom
Module 1-Customer service fundamentals
Module 2 - Customer service skills
Topic A: Customer Expectations
Topic B: Quality of service
Topic C: New Approaches to Customer Service
Module 3 - Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Empathetic Listening & Expressions
Anyone who is working in an office environment and anyone who is involved & responsible for any functions or responsibilities within an organization (e.g. managers, supervisors, staff, etc) may attend. There are no prerequisites for this course.
|Mon||01:00 PM — 04:00 PM|
|No. of Days:||1|
DR. FLOR M. GLINOGA, PMP, MBB, CPHR
With a B.S. in Psychology, M.A./PhD in Clinical Psychology and Masters in Development Management with certificate course of Project Management at Wharton School of Economics, University of Pennsylvania, USA, Flor has a wealth of knowledge about individual, group, and organizational behavior. She is a Project Management Practitioner (PMP) and a Master Black Belt (MBB). She is the Consultant of Integrated Financial Management Systems (IFMS) of the Bangko Sentral ng Pilipinas (BSP) and the Consultant of Aboitiz Equity Ventures (AEV – holding company of Aboitiz group of companies) on Integrated Security Management Systems (ISMS). She is currently a Faculty in the graduate studies of Master of Science in Organizational Development of the University of Asia and the Pacific (UA &P) and MBA in People Management of Lyceum of the Philippines. For the past thirty-six years, she has engaged individuals and organizations in the change process to increase their productivity, efficiency and effectiveness to include the training on strategic business plan programs, develop leadership skills, and build self-mastery. She uses a systems approach in working with individuals and organizations. ...