On course for success

Ace your Customer Service

Programme Overview

This highly interactive 3-day training programme will provide participants with the essential know-how, skills, and knowledge in delivering and providing high-level customer service and care to achieve customer satisfaction at every interaction with the customers.
The training programme will also help participants confidently handle and serve customers by understanding and applying key skills and attributes to every customer that they serve, creating an experience that is positive and memorable when they enter the business premises.

In the present state of our service industry, businesses and companies must strive to provide high-level customer service and care if they wish to stay competitive in the market. Businesses and companies need to drive for customer advocacy to achieve ‘top of mind awareness within their customers and target base. Organisations can achieve this by having their people who represent their businesses and companies perform customer service and care professionally and consistently at a high-level. This highly interactive 3-day training programme will provide participants with the essential know-how, skills, and knowledge in delivering and providing high-level customer service and care to achieve customer satisfaction at every interaction with the customers.
The training programme will also help participants confidently handle and serve customers by understanding and applying key skills and attributes to every customer that they serve, creating an experience that is positive and memorable when they enter the business premises.

Programme Outline

  • Understanding Customer Service and Customer Care;
  • Dimensions of Customer Service, Care and Experience;
  • Key Skills and Attributes for Staffs;
  • Understanding and Knowing Your Customers;
  • The Service Cycle;
  • Service Standards;
  • Customer Communication;
  • Call Handling and Telephone Etiquette;
  • Handling Complaints and Difficult Customers;
  • Taking Action;
  • Handling Work-Related Scenarios

Who Should Attend

This programme is suitable for frontline and customer-facing staff that serve customers regularly and are keen to sharpen and improve their customer service and customer care skills.

Your Investment

Stakeholder*: BND 800.00 (5% SBS)
Non-Stakeholder: BND $ 800.00

* Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.

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