Details
2. VIRTUAL TRAINING AVAILABLE WEEKLY - We will adjust with your schedule availability
3.AVAILABLE FOR ON-SITE TRAINING AND PRIVATE WORKSHOPS
* We also offer ONE-ON-ONE training for individuals*
I. COURSE RATIONALE
It takes months to find a customer... seconds to lose one."
Vince Lombardi
There is one thing that successful companies need to do to ensure that customers want to come back and do business with you. It is not just product quality. Neither is it a good branding and marketing.
The key is to deliver Customer Service Excellence that will lead to a memorable customer experience. Today, customers have their fingers in search engine on a daily basis. Your competitors are just a click away.
The next battleground is customer experience, not just service. How? It’s about delivering a unique, unforgettable customer experience. It is all about creating loyalty from your customers and furthermore, generating advocates who will spread positive word-of-mouth for your business.
This training is designed to create a growth mindset, increase productivity and contribute more to the working relationship with management and colleagues in the workplace.
This will greatly help the individual's journey on how to become an effective and efficient contributor that will produce results for the company.
The training course is full-packed with lessons that work, self-analysis, and key takeaways that will help the participants understand not just the concept but how to truly apply it.
Learning Course Outcomes
-Help your team to have a customer-centric mindset
-Equip your team with the service standards
-Help your team recognize substandards and have a plan of action
-Prepare your team to manage different customers and handle customer complaints effectively
Outline
- High-caliber content
- Interactive program
- Sample Presentation Videos
- Role play
- Case Studies
- Coaching and Feedback sessions
Module 1: Customer Service Defined
- Who are your customers (Internalandexternal)
- Customer servicedefinition
- Customer service vs.Customer excellence
- Understanding custome expectations
- Why do customers leave?
- Five elements of customerservice
Module 2: Customer Experience
- Moments of truths
- Basic steps in customer service(Creatingagoodandlastingimpression)
- Identifying the customer’s needs
- Meeting the customer’s needs
- Understanding the customer’sproblem
- ASSESSMENT:What is your personality type?
- Understanding the four different customer personality types
- The right response to the different personality types
Module 3: Adapting to Different Customer Personalities
Module 4: Telephone and Email Courtesy
- Building Rapport
- Telephone etiquette
- Project a Positive Image Using Your Voice
- Understanding netiquette
- Examples:chat or e-mail
MODULE 5: Recovering Difficult Customers
- Understanding the difficult customers
- De-Escalating anger
- Why do customers complain?
- Handling customercomplaints professionally online and offline
- ACTIVITY:WORKSHOP ROLEPLAY
Training Price (2025 Pricing)
Less than 10 participants - P1,500 per participant
10-20 participants - P1,200 per participant
21- above participants - P1,000 per participant
Individual pricing - please contact us
Speaker/s
Trainer Pia Minet DC Jamarie is passionate about training and all that comes with it. She feels that this is her purpose in my life and with this overflowing passion, she is determined to help people reach their full potential. She encourages her trainees to be the best version of themselves.
She finished BS Hotel and Restaurant Management in UST and worked in the food service industry and gain relevant experiences in leading, managing, and training people.
Additionally, as a People Developer she was able to manage and coach people in the BPO industry where she gained wealthy experiences from previous employments in known companies such as JP Morgan Chase and Co., HSBC and Accenture. Her last position in the BPO industry was a Training Manager and had a stint for a project implementation at Johnson and Johnson Philippines. Currently, she is a Corporate Trainer Consultant for a global organization.
Her training experiences for the last 16 years is composed of Corporate Training, Freelance leadership and personal development Training, workshop and event talks.
Schedules
| No. of Days: | 1 |
| Total Hours: | 8 |
Learning Avenue PH is an independent training center where freelancers and professionals from different industries collaborate in crafting quality trainings and workshops in the Philippines.
Learning Avenue PH offers quality training and workshops based on a thorough process that involves an effective implementation of training needs analysis to fully develop a training event suited for the participant’s needs.
Learning Avenue PH banks on the wealthy experiences and field of expertise of the freelancers and professionals from different industries who are more than ready to share knowledge, skills and best practices.
METHOD OF WORK TO CREATE AN IMPACT IN THE ORGANIZATION
1. Understanding training needs and expectations
2. Understanding the company's VMV - Vision, Mision, Values
3. Analyzing roles and background of the attendees
With this thorough process, we can tailor fit the training program to be able to deliver an impact in your organization.
Learn more at:
https://learningavenueph.com/index.html
https://learningavenueph.wordpress.com/
Related Courses
