We meet all kinds of customers everyday; some are easy to handle while others can be very challenging. Customers today are more discerning than before. This comes as a result of better affluence in our society. They are better educated, they know their rights as a consumer, have greater spending power and have a choice of merchandise to select from.
Is the customer always right? Can I attain a “no complaint” level of service? Will it cost me a lot of money to give excellent service? This 2-day workshop will equip you with skills and knowledge on how to know your customers better, manage their expectations and meet their needs.
Activities conducted will enhance your ability to communicate effectively and work better with one another. Through role play and case studies, you will gain more confidence in how to handle difficult customers, to take service recovery steps and to go the extra mile to delight your customer.
Frontline staff, uniformed/non-uniformed staff and those dealing directly with customers.
- Enhance the service image of the participants.
- Understand what excellent customer service is all about.
- Develop effective communication skills to interact professionally with others.
- Inculcate the essentials of professional grooming.
- Manage perception points within the environment.
- Ensure overall quality service through telephone communication.
- Handle difficult customers effectively and retain their patronage.
- Learn to work as a team with their colleagues.
What People Are Saying
“Bright, insightful, energetic, and creative delivery!”
Lim Wee Lig
Owner, People Elements
“Marion is an excellent trainer. Her lectures are clear and informative. Her training in teaching methodology is effective and thoroughly enjoyable.”
Mrs Patricia Moreira
Lecturer, Department of Business Administration, Singapore Polytechnic
“Marion is a very determined person who relentlessly drives to the agreed objectives. Yet all along the way, she is gentle and courteous. Indeed a difficult balance, but that’s why it is such a joy to work with Marion. Also, not forgetting that as she takes a different approach from others, there is still much to learn from her along that journey.”
QA Manager, Philips
“Marion is a true example of what she does and teaches, always immaculately groomed and carries herself with poise and dignity. She is honest, hardworking and trustworthy. We highly recommend Marion for any challenging job which we are sure she will execute with the utmost efficiency.”
“Marion, very pleased to meet you! You are so friendly and energetic. God bless you Marion. The topic was so lively because of the way you deliver. Thanks!”
Ratna Sari Wahyuni
Head of Subdivision of Procurement
Secretariat of Presidential Advisory Council
Ministry of State Secretariat, Indonesia
“Marion inspires one to be and look one’s best from choice, not from pressure. As in instructor, she brings fact, warmth, glamour, humor and tact in a unique way.”
Ms Nazeerah Gopual
Manager, Service Standards
National Library Board