STAND UP AND STAND OUT – STELLAR CUSTOMER SERVICE
INTRODUCTION
Do you know? That :
1. It costs a company at least 5 times more to get a new customer than to retain an existing one?
2. It takes 10 positive customer experiences to undo a negative one?
3. 7 out of 10 customers who switch to a competitor do so because of poor service?
The Risks that many companies face are :
1. Building powerful sales teams but neglecting the power of the customer service teams to retain and build customer relationships
2. High staff turnover in customer service teams due to long hours on the telephone and getting little recognition
3. Equating customer service with client hotline departments, neglecting the total customer experience.
The TRUTH is that it is proven from research that it is far more likely for an existing satisfied customer, than a new one, to buy more services from you.
Invest MORE in your Customer Service team to get MORE satisfied clients and you can then get more business from your existing clients!
Invest in the training of your Customer Service team.
Invest in the knowledge of your team leaders to build a strong Customer Service culture.
COURSE BENEFITS
+ Learn how to achieve Service Fitness
+ Discover effective ways to find out what your clients are thinking about you!
+ Learn how to communicate effectively via Telephone, Email and In-Person Meetings
+ Discover how to improve your service EQ and connect with your clients
+ Learn how to leverage on Service Reviews to build relationships
+ Learn how to turn complaints in your favour
+ Find out how to turn a REACTIVE service model into a PROACTIVE one
COURSE OUTLINE 
+ A Health Check on your Service Fitness
+ Empowering Service Mindsets – making the difference
+ Learning from competition to shape the Client
Experience
+ A Proactive Customer Service proposition to make
your clients love you
+ Winning Service Skills and Vocabulary to wow your clients
+ Effective ways to communicate good and bad news using the
‘Active’ & ‘Passive’ service principles
+ Structured and Tailored Service Reviews for your top clients
+ Effective Service Recovery and Complaint Management techniques
+ Sustaining a Service Culture and your personal commitment
COURSE FEE :
Normal : S$999
Special Offer : S$699
We also provide customised customer service programmes to corporates in Singapore, Malaysia, China or Asia.