Empowering People, Developing Leaders 855 (23) 966 967 / (15) 728 123/ (15) 729 123

Customer Service Excellence

July 20th - 21st, 2019

There are many fundamentals in sales but none more critical than building relationships. A company’s reputation and bottom line relies heavily on customer service. You might have the greatest product or offering in the country but if your customer doesn’t trust you to deliver on their expectations they will shop around.

So how do you build trust with someone you’ve just met? How to do you build rapport in a moment? The answers to this and many other powerful yet practical strategies is what our Customer Service Excellence training is all about.

Course structure

The certificate course in Customer Service Excellence spent approximately 16 hours, OR is offered a 2-day period. The course is based on a participatory, active learning approach, group discussions. Our expert facilitator will train you on how truly connect with your customers in a moment and how to build on that to bring about customer satisfaction and brand loyalty. Participants will receive a Certificate of Participation upon successful completion of the course. The maximum number of participants is 20. 

How you will benefit 

Upon the completion of this two-day training, participants are expected to benefit:

  • Know difference between good and excellent customer service
  • Be champions for positive attitude
  • All stars in your ability to use positive language
  • Have identified ways to improve communication in your workplace
  • Engage in empathetic listening
  • Accurately identify customer needs by effectively questioning
  • Know techniques for dealing with challenging customers
  • Know techniques for solving customer problems
  • Define what it means to take ownership
  • Have a personal plan of action for implementing your new skills back at work.

Who should attend

This essential training is specially designed for customer service representatives, technical and support personnel, field service representatives, small business owners-as well as managers who want customer service training in order to reinforce their skills and train their staff.

What you will cover

 Module 1:  

 Why Customer Service?

  Module 2:

  Creating a Positive Service Experience

  • Who are your customers?
  • What do your customers want?
  • Develop a customer friendly approach
  • Treating your customer as a partner
  • Developing a positive attitude
  • Communicating effectively with your customers

 Module 3:  

Building Long-Term Relationship

  Module 4:

  Become a Customer Service Star

  • Viewing customers positively
  • Building an emotional connection
  • Actively listening to your customers
  • Customer service qualities
  • What makes a customer service star?
  • Taking initiative
  • Keeping your attitude up all day long

 Module 5:  

 The Team Approach to Customer Service

    Module 6:

   Providing Excellent Customer Service

  • Developing team strategies
  • Delivering outer-circle service
  • Cross-selling and Up-selling
  • Taking small steps
  • Developing operational standards (first impression, conversation over the phone, respond to business email & social media …)
  • Implementing the standards
  • Evaluating the standards
  • Maintaining a standard of excellence
  • Customer service Vs Customer success

 Module 7:  

 Dealing with Challenging Customers

 

 Module 8:  

 Solving Customer Problems

  • Why customers get upset?
  • Dealing with customer emotions
  • Managing customer expectations
  • Solving problems when they arise
  • Dealing with the customer who is wrong
  • Follow-up with the customer

Training Methodology 

This training shall be conducted in Khmer Language and English as required by using slides for presentation along with case study, students-centered, small group discussion, and role-play. The Samples of documents and other instruments will be provided in accordance with the case study and topics presentation.

Location & Fee

  • Venue: Sunway Hotel, Phnom Penh
  • Fee: USD 245 (VAT = 0% for training or education) 
  • Early Bird: USD 195 
  • The Fee Includes: Lunch, Refreshment, Materials and Certificate of Participation 

Our Trainer Profile

Mr. Vong Bunvisal

Business Development Director

Mr. Vong Bunvisal had experience in education industry for 15 years. He began his career as school management in 2003 and he promoted to be sales and marketing manager from 2006-2010 to lead sales and marketing activities for more than 60 branches which is belong to one of the biggest private educational institute.

From 2011 to present, Mr. Visal is a business development director of Westline Education Group Co., Ltd who responsible for sales and marketing, business development, local and international cooperation and educational partnership, promote education programs to local and international organizations. Mr. Visal has strong sales and marketing background and is experienced in assisting corporation with strategic sales and marketing planning, customer service development and business analysis.

 
Contact:       023 966 967 (Office)
                     015 728 123 (Smart)
                     092 888 411/ 092 888 533/ 011 888 522 (Cellcard)
 
Address:     #9A, St. 370, Sangkat Boeng Kengkang I, Khan Chomkarmorn, Phnom Penh
Facebook:  @edicambodia
Email:         training@edi-cambodia.org

 

 

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