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

CUSTOMER SERVICE EXCELLENCE

Why do customers take their business elsewhere? Some move away. Some change because they are not satisfied with the product. Most of the time, these customers don’t even complain. They just don’t come back. Providing consistently high-quality service puts you and your company on the fast track to success in today’s competitive business world – whether you’re meeting with customers face-to-face, talking with them on the telephone, chatting with them on E-communication, or working behind the scenes. If you don’t provide excellent customer service, your competitors will.

   

By the end of this course, the participants will be able to understand:

  • Handle complaints so that customers are satisfied.
  • Deliver excellent customer service via face-to-face, on the telephone, E-Customer, and self-service so that customers have a positive perception about your organization
  • Handle the difficult customers so that customers are willing to work with the company and people who they are dealing with

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 

Course Contents

 

Module 1: Taking your first steps:

The basic of customer service

    Module 2:

    Effective Communication with Customer 

  • Building the positive first impressions
  • Counting the right courtesy and attitude
  • Saying what you mean and meaning what you say
  • Asking the correct questions and answering the right question
  • Reaction when customer 

Module 3:

 Building the long-term relationships

   Module 4:

   Delivering Excellent Customer Service through     Face-to-Face Contacts (Seeing Eye to Eye)

  • Interacting positively with customers
  • Making the customer feel valued
  • Maintaining ongoing relationships
  • Greeting the Customer
  • Helping the Customer
  • Ending the Interaction

Module 5:

Delivering Excellent Customer Service through Telephone Contacts (Saying It with a Smile) 

Module 6: 

Delivering Excellent Customer Service through E-Customer Contacts 

  • Interacting
  • Putting your best ear forward: Listening Carefully
  • The Opener
  • The Closer
  • What does the E-Customer Expect?
  • E-Mail Communication
  • Cross-Cultural Etiquette

Module 7:

Delivering Excellent Customer Service through Self-Service Contacts (Giving When Getting is not Expected) 

Module 8: 

Handling Difficult Customer Contacts (Calming the Storm) 

  • Greeting the Customer
  • Looking for Opportunities to Help
  • Ending the Interaction 
 
  • Determine the reason for the problem and identify and root cause
  • Rectify the situation and restore the relationship

Location & Fee

  • Date: 14 - 15 Oct 2017 
  • Venue: Sunway Hotel, Phnom Penh
  • Fee: USD230 (VAT = 0% for training or education) 
  • Early Bird: USD190 ( Any registration before the course start 10days)
  • The Fee Includes: Lunch, Refreshment, Materials and Certificate of Participation

TRAINER PROFILE

Mr. Lem Chansamrach is now the Executive Manager of Cambodia Investor Club where he manages the investment portfolio and involves in providing the capacity building and supporting the access to finance to Cambodian SMEs in order to contribute to the economic development growth. He is strongly in communication skills which he currently manages the expectation of 200 people in his business networks. Samrach has been managing and coordinating a social investment fund from Japan in Cambodia. Prior to that, he holds Master’s degree in SME Management and International business from University Lyon 2, France. He took part in training program at ACLEDA Bank Lao Ltd., where he engaged in long-term customer relationship planning. His experience also includes teaching management and finance at IIC University of Technology and Royal University of Law and Economics in Cambodia, and internship as Data Analyst for Economic and Firm Research Center in France. 

Enroll in the course

Contact us

015 728 123  (Smart) / 092 888 533/ 011 888 522 /092 888 411 (Cellcard) 

Email: training@edi-cambodia.org / Facebook: @edicambodia 

Download PDF




Upcoming Courses

Subscribe EDI

Subscribe your email here to receive free newsletter Or read Here

Find us on Facebook