PROFESSIONAL SERVICE & CUSTOMER SERVICE

Course Description

There is no such thing as customer loyalty. In this age of so many choices, organizations need not to focus on customer acquisition but rather how to create RAVING fans!

In this course, participants will learn the importance of having a customer oriented company to thrive in this globally competitive landscape.

Learning Outcomes

  • Understand the importance of being a wholistic customer centric organization
  • Understand a framework to better create value added services
  • Develop emotional connection with your customer

Course Content

  • What is customer service?
  • The service profit chain
  • Exceeding expectations: a framework to create value proposition
  • The service level benchmark
  • Motivate your employees to go for the extra mile
  • Why ‘The Customer Is Always Right’ Is Wrong
  • he organizational integrity advantage

TEACHING METHODS

  • Interactive discussion
  • Case studies
  • Video presentation

EVALUATION METHOD

  • Group and individual presentations
  • Reflection sessions
    • Makati
    • +63 2 8891 0713
    • +63 2 8751 6482

    • Intramuros
    • +63 2 8524-5572
    • Intramuros
    • 658 Muralla St., Intramuros, Manila 1002, Philippines


    • Makati
    • 333 Sen. Gil Puyat Ave., Makati City 1200, Philippines