Customer Service & Service Recovery

Customer Service & Service Recovery

Introduction

Customer service is the lifeblood of the any business. Customers remember the BEST service they received. They also remember the WORST! Both events are UNFORGETTABLE. Therefore knowing HOW to provide excellent customer service AND having the right ATTITUDE to do so, is most critical and determines whether that same customer is coming back to your company or taking his business elsewhere.

Organization

Diya Training & Development Consultancy Sdn Bhd

Outcome

At the end of this program, participants will be able to:

- Learn the fundamental meaning of "Service" and "Service Mindset"
- Apply the 2Ps - Passion and Proactive, to provide excellent service
- Learn why the customer is the single most important person in business!
- Greet and welcome guests by projecting the best first impression
- Demonstrate politeness and courtesy required of a 5 star company
- Communicate with customers using "polished" Service Language
- Recognize customers and Anticipate customer needs
- Thank the customer in a genuine and polite way, for a lasting impression
- Learn and apply the 3 most important lessons in handling complaints
- Use the right choice of words & phrases when handling complaints
- Apply effective listening and empathetic skills with unhappy customers
- Suggest solutions or options to customers & solve their problem/s

Select to design your own content and request for a customized quotation

No	Topic	Topic Description
1	Customer Service Mindset & Language	What is a "Customer Service Mindset"? 2Ps - Passion and Proactive Mindset 3 Fundamental Lessons Of Service
2	Model Of Service Excellence - FRAS	Greeting And Welcoming the Guest - First Impression First Impressions Starts with Verbal & Non-Verbal Communication
3	What is Recognizing?	What is Recognizing?
4	What is Anticipating and Anticipate What?	What is Anticipating and Anticipate What?
5	Service Recovery	The 5 Step Process to Manage Complaints Role Plays

Expert

Sunny Savinderjit Singh

Savinderjit Singh (or Sunny as he is commonly known as) is a professional with 27 years of LEADERSHIP experience from 4 industries, including 15 years as a professional CONSULTANT TRAINER in the training and consulting business. Sunny brings a wealth of working experience at both Strategic & Operational levels from the following 4 industries: 1. Hospitality Industry2. Petroleum and Logistics Industry3. Education Industry4. Training & Consulting (present) Throughout his illustrious career in all these industries, Sunny has acquired tremendous experience in people and organizational development at both operational and strategic levels which includes functions such as Human Resources, Policy-Making, Administration, Operations, Sales and Training functions. Upon leaving employment in 2006, Sunny embarked on his dream quest as a professional Consultant Trainer and founded Diya Training, a professional Sdn Bhd training and consulting company. Sunny's passion and knowledge for training and development has led him to formulate, design and deliver DIYA's very own signature Leadership, Culture-Building, Service, Sales, Strategy & Performance Improvement Programs for HODs, Execs, Supervisors and Non-Execs (top-down approach). Besides training, Sunny's PROJECT consulting experience include Balanced Scorecard & KPIs PROJECT, Performance Management & Appraisal PROJECT, Leadership Culture PROJECT and Culture Transformational PROJECT. Sunny's world class programs and facilitation skills have met with very high scores and approval ratings from leading international corporations, leading MNC companies (American, Japanese and European) and local public-listed companies all over Malaysia. This includes consulting work. In short, Sunny has conducted training and consulting work for 8 industries. Feedback received is nothing less than excellent! (Diya FB Page, Diya Website and up-coming HRDF Training Effectiveness. Sunny's trademark includes creating highly engaging and learning environment and at the same time equipping participants with practical step-by-step tools to apply back at the workplace. Sunny has conducted training & consulting work for 8 industries over the past 15 years. Sunny is a Certified Train The Trainer from PSMB and founder and Managing Consultant of Diya Training & Development Consultancy Sdn Bhd.