Info & Requirements
This workshop focuses on managing the various frontline touch points to deliver a unique customer experience. This workshop can be customised according to the different types of industry you are in.
Duration
1 day
Pre-requisite
Individual contributors who are serving customers/patients on-site, via phone or written communication.
Objectives
- To be equipped with the skills to manage the different touch points in the frontline
- To create an engaging conversation with the customers/patients
- To exercise professional phone and email etiquettes
Outline
- Identify the touch points to create an unique service experience
- Establish and embrace the service standards for the touch points
- Using the 3 Vs to engage your customers or patients
- Beware of the 3 levels of listening and use the right level
- Answering the call with a SMILE
- Delivering service through effective written communication
