Trainings

HR Management Series | Session 2: Performance Management: Making Proper Appraisals

18 Oct REGISTER NOW
Trainings

It is difficult to define what good customer service is from what is not. Thing is, a lot of people in customer service have wrong notions as regards how to deliver such. Are the basics of customer service still applicable in today's business environment? Do we need to re-study these basics to move customer service from good to great? What are the more common mistakes as well as new ones we commit in delivering customer service? In handling difficult customer situations, how much does attitude count as a technique in managing customer stress? These are the questions this module will address, together with tips on how to handle one's own paradigm when difficult situations arise.

This 6-hour virtual workshop is intended to understand:

  • The role of customer service in today's business environment,
  • Exceptional customer service and how to measure it,
  • Ways to manage expectations of internal and external customers,
  • The link of emotional intelligence to customer service,
  • Tools to deal with difficult customer scenarios through self-management,
  • Personal action plans to improve how you deal with customers.

Day 1 Topics:

  • The new role of Customer Service
  • Defining Exceptional Customer Service
  • Managing Customer Expectations
  • Emotional Intelligence and the Customer
  • It's all in the packaging

Day 2 Topics:

  • Tools to help you win or lose the customer
  • Know the Weakness
  • The Difficult Customers
  • Manage yourself

Methodology: Adult Learning Facilitation, discussion in breakout sessions, case studies, virtual roleplays, and self-assessments.

Registration

Promo: This session is part of the 5-part HR Management Series. Register in all 5 sessions to avail of an additional discount of 5% on your registration fee.

Please expect to receive ZOOM links on a separate email before the session schedule.

For registration inquiries, please contact Kamyr Catapang-Abbagu at kamyr.catapang@eccp.com.

SCAN HERE TO REGISTER USING YOUR MOBILE DEVICE
  • Europe-PH News

  • September 22, 2022

    IKEA says holidays to boost foot traffic, sales

    SWEDISH furniture retailer IKEA is expecting more foot traffic and... Read More

  • September 20, 2022

    HSBC's Digital Payments Week 2022

    There have been significant developments in digital payments in Th... Read More

  • September 19, 2022

    NEDA assures government of secure investment climate for PPPs

    MANILA, Philippines — As the government is banking on the private ... Read More