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:
Day 1 Topics:
Day 2 Topics:
Methodology: Adult Learning Facilitation, discussion in breakout sessions, case studies, virtual roleplays, and self-assessments