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CORPORATE PROGRAMS

Customer Service 2.0

Elevate Your Customer Service course covers essential customer service techniques and skills.

Study Type
Offline & Online
Duration
4 hours Intensive Course
Language
English & BM Adaptive
HRDF
Non-Claimable

PAIN POINTS IN BUSINESS

Retailers nowadays have to compete with each other in order to outperform in this highly competitive market. The key to winning in this competitive market is to have a huge database of returning customers. But the question is how can we give our customers exceptional services and retain them longer?

 

WHAT YOU WILL BE LEARNING IN THIS PROGRAM

In this customer service 2.0 program, you will learn about the importance of CRM systems to enhance customers overall shopping journey. In addition, this course will also share with you some unique techniques that you can use to identify the different levels of your customer’s needs and develop personal skills that can help you to become better and more confident. With these skills, you will be able to improve your overall customer service skills and make your customers feel “wow”.

 

BRIEF SUMMARY

Customer service skill is no longer only required by front-liner or customer care line, but it has become a prerequisite for everyone in the organization. The success of the retail business is related to how employees in the company interact with customers, how they adapt to their customers' personalities and understand their customer needs.

WHO SHOULD ATTEND

Frontliners, Outlet Managers & Retail Marketing Executive (RME) 

LEARNING OUTCOMES

By the end of the training, the participants should be able to:

  1. Understand the importance of CRM system and overall customer shopping journey
  2. Equip themselves with unique customer service skills.
  3. Identify different level of customer’s need.

PROGRAM OUTLINE

WHAT YOU'LL LEARN: DAILY SCHEDULE

  • The Retail Changes in the New Era
  • New Purchasing Behavior of Customer
  • Customer Data is Everything
  • Digital Touchpoints vs Physical Touchpoints
  • New Business Process in Retail Business
  • Introduction of CRM
  • The Strategic CRM Planning
  • The Intelligence Behind New Retail CRM
  • Case Study of successful CRM implementation
  • O2O Customer Journey
  • The Structure of Kano Model
  • The Benefit of Kano Model
  • The Use Of Kano Model In Customer Service
  • The 4 Quadrant of Kano Model
  • The 3 Elements of Kano Model
  • The “Basic Need” – The Hygiene Factor
  • The “ Performance Need” – The Customer Expectation
  • The “Attractive Need” – The Delighter
  • Case study for Each Level of Need
  • Outperform in this Competitive Market
  • Innovative Ideas in Customer Service
  • The Natural Decay of Delight in Customer Service
  • The Savior of Decay of Delight
  • The Dimension Of Analysis In Kano Model
  • Tools for Customer Satisfaction Survey (CSS)
  • The Kano Questionnaire
  • The level of Customer Expectation
  • The Evaluation Table for CSS
  • The Introduction of House of Quality
  • Understanding Customer Behavior & Your Competitive Advantages
  • Identify Company Targeted Service and Customers
  • Study Your Rival And Their Competitive Advantages
  • Create Innovative Ideas For Your Customer Service