CUSTOMER SERVICE EXCELLENCE

 Training on
CUSTOMER SERVICE EXCELLENCE
25-26 July 2015
 

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.

COURSE OBJECTIVES

• 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

COURSE CONTENTS
Module 1: Taking your first steps: The basics of Customer Service

• Building the positive first impressions
• Counting the right courtesy and attitude

Module 2: Effective Communication with Customer

• Saying what you mean and meaning what you say
• Asking the correct questions and answering the questions correctly
• Reaction when the customer says NO

Module 3: Building the long-term relationships

• Interacting positively with customers
• Making the customer feel valued
• Maintaining ongoing relationships

Module 4: Delivering Excellent Customer Service through Face-to-Face Contacts (Seeing Eye to Eye)

• Greeting the Customer
• Helping the Customer
• Ending the Interaction

Module 5: Delivering Excellent Customer Service through Telephone Contacts (Saying It with a Smile)

• Putting your best ear forward: Listening Carefully
• The Opener
• The Closer

Module 6: Delivering Excellent Customer Service through E-Customer Contacts

• 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)

• Greeting the Customer
• Looking for Opportunities to Help
• Ending the Interaction

Module 8: Handling Difficult Customer Contacts (Calming the Storm)

• Determine the reason for the problem and identify and root cause
• Rectify the situation and restore the relationship

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.

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 DETAILS

Date:                25-26 July 2015

Venue:             Hotel/Restaurant located in Phnom Penh

Time:                8 am- 5 pm

Language:       Khmer

Fee:                 US$ 200 (Exclude any Taxes)

Early Bird:       US$ 180 (Register before July 24, 2015)
The Fee includes: Lunch, Refreshment, Materials and  Certificate. 

Educational Development Institute (EDI)
#22, St. 51┴154, SangkatPhsarThmei III, Khan Daun Penh, Phnom Penh.
Tel: 023 966 967   /   015 729 123   /   015 728 123   /   012 915 895
Email: manager@edi-cambodia.org  /  training@edi-cambodia.org  /  info@edi-cambodia.org