Achieving Total Customer Satisfaction for Supervisors (1 day)

Achieving Total Customer Satisfaction for Supervisors (1 day)


Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用粵語普通話授課

Introduction

This workshop is designed to show you the updated consumer behaviour psychology to:

  1. understand what the customer expects
  2. educate the customers on what they shouldn’t expect when complaining
  3. turn a negative situation around

You will learn to support your staff during customer disputes to keep them motivated and ultimately to keep your customers happy. Through role-play cases from different industries, you will improve your skills and help your team to talk, ‘negotiate’ and convince your customers.

What our Participants say:

"這課程對前線員工及counter chief 在CS 方面非常有幫助"

... Annabelle Lai, Ipsa - Shiseido Hong Kong Limited
Achieving Total Customer Satisfaction for Supervisors

"實用,可應用到現實工作。可幫助調整工作上遇到而時常忽略的問題"

... Daniel Kong, Magic Clean Environmental Services Ltd
Achieving Total Customer Satisfaction for Supervisors

"I like the teaching methods. By using many cases as examples, the techniques were easy to understand and could be applied to actual situations"

... Ma Ka Man, Bemis Hong Kong Ltd
Achieving Total Customer Satisfaction for Supervisors

Target

All supervisors and managers who wish to motivate their team members to provide service excellence will benefit from this workshop

What You Will Cover
  1. Customer Service Trend and Standards
    • The ten rules to service excellence in Hong Kong
    • Eight performance standards to meet customer expectations
  2. What Would You Say to These People?
    • Role-play I: can you handle these complaints
    • Typical answers and complaint handling style that might worsen the case
    • What’s behind these complaints
  3. Preparing Your Team to Handle Difficult Situations
    • Understanding what makes customer difficult, and sometimes, even more difficult after talking to your staff
    • What you need and how to prepare yourself, your team and your customers
    • Staff motivation and feedback techniques
    • How to make offers, make ‘NO’ offers and how to avoid over-offers
    • Role-play II: delivering the message
  4. The Customer Education Process
    • Customer education and its benefits
    • Getting the whole organisation involved in customer service
    • Helping your subordinates to help you
About the Facilitator

Audrey Loh is a professional facilitator with over 15 years of experience in marketing, sales and customer service with multi-national companies in China, Hong Kong, Japan and Singapore. Prior to her present role, she was a marketing director in Motorola.  She has facilitated over 250 in-house customer service workshops for a Hong Kong listed financial institution, Chanel, CLP Power, Dimension Data, Hewlett-Packard, Hong Kong Trade Development Council, Hongkong Post, Lloyds TSB Pacific, Maersk, Mercedes-Benz, Sea-Land Orient Terminals, Tai Fung Coach, The Hong Kong Mortgage Corporation, Thomson Reuters, Toppan Vite, Schlumberger and Wyeth. She has also trained many participants from adidas, AIA International, Havi Food Services, Hitachi Elevator, Hong Kong Airport Services, Hong Kong Government (Electrical and Mechanical Services Department, Environmental Protection Department, Government Logistics Department, Hong Kong Monetary Authority, Hong Kong Police Force, Lands Department, Office of the Communications Authority, Land Registry, etc), Gucci, International SOS, Johnson & Johnson, Kao, McDonald's, Nike, Ocean Park, Roche, Swire Coca Cola, The Dairy Farm, The Hong Kong Jockey Club, Thomas Miller and many others. She is also a certified instructor for American Management Association, Dun & Bradstreet, Motorola University, PA Consulting and Wilson Learning.  Audrey is fluent in English, Putonghua, Japanese, Cantonese and many other Chinese dialects.

WorldBridge Training Centre, 160 Lockhart Road, 1902 Yue Xiu Building (1 min walk from Wanchai MTR A1 Exit)
9:00am to 5:00pm
Complimentary lunch and refreshments
HK$2,500 per participant. Discounted price of HK$2,280 per participant for enrolment one month before date of workshop or for groups of two or more