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Practical | Intellectual | Energetic
Quality Customer Service Programme Series
ME customer service training is designed for helping customer service representative to develop/maintain relationship with customer, and handle the difficult service situations (such as emotional customer, unreasonable request and customer complaint etc.) The purpose of ME customer service training is to enhance the participant service mindset, communication skill and difficult situation handling skill.
Practicality and simulation learning approach have been adopted by ME customer service training. The participants have a lot of opportunities to practice and apply the skills they learnt from training. Psychological theory is shared as supplementary knowledge to enhance the understanding of customer behavior.
Quality Service
COMPLAINT
HANDLING
How to create an excellent service experience for customers?
How to resolve structural and interpersonal conflicts & complaints with customers?
HANDLING
EMOTIONAL CUSTOMERS
How to handle the emotional triggers of customers and deal with escalated emotions?
PHONE
CUSTOMER
SERVICE
RELATIONSHIP
MANAGEMENT
How to create a quality service experience even over the phone?
How to manage customer relationship with applied psychology?
RELATIONSHIP MANAGEMENT
Quality Service Skills:
Elevate the Customer Service Experience
Course Outline
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Surpass Expectation: Perceive service quality from customers perspectives & expectation
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Build the Right Mentality: Understand the benefits of positive service experience to organisations, employees and customers by the concept of "Service Chain"
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From "Touch" to "Touching": The core techniques of quality customer service
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Create the Service Ambience: Build the positive impression by magic words, positive words & reflective listening
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Win your Customer: Pragmatic application of Service Empathy
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Art of Rejection: How to professionally and positively respond to unreasonable requests from customers
Complaint Resolution:
Complaint and Conflict Handling Skills
Course Outline
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The Origin of Complaints & Conflicts: Analyse the causes of complaints and the respective resolution
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Reframing: Use of positive reframing to handle customer's dissatisfaction on organisational policy and arrangement
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Avoidance of Interpersonal Conflicts: Use of PAC communication model to resolve interpersonal conflicts
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Insistence or Compromise?: Discover the optimal responding strategy with Conflict Management Model
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Real-case study: Practise how to respond to common complaints in the industry such as unreasonable requests & emotional customers
Handling Emotional Customers :
Manage Escalated Emotions and Violent Behaviours
Course Outline
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The Nature of Emotions: Understand the trigger point of negative emotions and resulting behaviours
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Crisis Assessment & Appraisal: Conduct risk analysis by Kaplan & Wheeler's model
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How to calm emotions?: Learn the emotion reading & management skills with Paul Ekman
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Self-protection mechanism: The principles and regulations of violent behaviours (verbal & physical violence)
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Self-regulation mechanism: Manage your own emotions under tremendous of stress
Quality Teleservice:
Create a Quality Phone Customer Service
Course Outline
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Limitation of phone: Experience the challenge of phone service
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Keys of Quality Phone Customer Service: Create rapport with your voice
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Understand the need: Use of 4 questioning skills to uncover underlying needs
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Visualise the Service: Create the sense & ambience of service throughout the professional procedures
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Resolve the Common Challenges: Use of influencing skills to deal with the difficult situations such as repeated complaints, verbal violence and uncooperative customers
Managing Customer Relationships:
Customer Communication & Relationship Management
Course Outline
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Give and Take - The long-term relationship strategy by Adam Grant
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Relationship Formula - Maintain relationship with customers with Eric Berne's communication psychology
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Psychological Needs - Understand & satisfy the underlying 3 major communication needs of customers
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Communication Barriers? - Application of Complementary & Crossed Communication Modes
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Under different Context - How to maintain positive relationship under different service context such as dominating & controlling customers, rationally negotiating customers and emotional customers