Why join the workshop?
A major challenge of any business is when customers complain about their product or service. And with everyone active on social media, complaints are easily magnified, affecting potential customers.
Learning how to handle nearly customer complaints is not just a list of do's and don’ts. It involves truly understanding your customer, having a customer-centric mindset and adopting service quality standards.
This highly interactive workshop will enable participants to:
Understand the different service touch points of a customer
Identify critical steps that affect bottomline in both external and internal customer engagement cycle
Understand customer behavior drivers, triggers, responses & nature of concerns
Learn to manage customer relationship dynamics
Learn how to handle objections & proactively solve customer concerns
Who Should Attend:
The workshop is highly recommended for team leaders, department heads and supervisors, customer service representatives and managers, sales and account executives, sales managers, branch managers, freelance professionals, and entrepreneurs.
The effects of Customer Satisfaction (CSAT) to the bottomline
Differentiate internal & external customers
Customer journey process
Service breakdowns and gaps
*Program fee is PHP 5,900 + VAT
Aug 10 - 10, 2019