Are you embracing opportunities and processes to create customer service excellence in the ‘new normal?” Although things are normalizing, is it going to be business as usual? Service expectation is high: customers now expect the level of service they were used to–after all, a change in provider is now just an icon click away.
For instance, where are you now at providing contactless or remote services to your customers? At this point, either you embrace digitalisation or pull down your shutters.
What are you doing now to attract and retain customers? Have you redesigned your services around the ‘new normal?’ Are your customers the center of your business? What steps have you taken to ensure their health and safety? How are you personalising the customer experience?
This course will help you answer these questions and take appropriate steps to jumpstart the process of creating ‘better normal’ experiences. Learn the latest tools, tips, and techniques to deal with various customer service scenarios. Achieve service excellence in the context of the new normal, in both online and offline situations.
Identify barriers and enhancers that impact the delivery of service excellence.
Display key characteristics of a service professional in everyday tasks, as well as identify suitable ways to provide customised services to further the organisation’s goals.
Interact with customers using appropriate communication techniques as part of excellent service delivery.
Clearly identify the needs and preferences of the organisation’s diverse customers.
Identify opportunities to exceed service expectations with appropriate service measures.
Receive customer service feedback and escalate issues according to organisational procedures.