Win Customer’s H.E.A.R.T.S for Logistics covers the techniques and skills to gain customer’s loyalty that result in long term business relationship. It also helps to build effective communication skills in order to bridge the interrelationship between the customers and logistics personnel and treat our customers sincere from our HEARTS.
WHO SHOULD ATTEND
Logistic Operation Staffs
LEARNING OUTCOMES
By the end of this course, the participants will be able to;
- Discover the power of communication in building rapport
- Explore ways to go beyond customer expectation
- Learn the skills in winning customers with HEARTS
COMPETENCY ENHANCEMENT AREAS
| Knowledge | Skills | Attitude |
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PROGRAM OUTLINE
WHAT YOU'LL LEARN: DAILY SCHEDULE
- Customer Service Belief
- Power of Customer Service
- Powerful Actions Make the Difference
- Unspoken Needs
- Three Keys to Service
- Are you Hearing, Listening or Understanding?
- Power of Communication
- Four Types of Listening Skills
- The Elements of Effective Listening
- Mindful to Non Verbal Cues
- Losing Customer is Expensive
- Three Golden Rule in Service
- Goes Beyond Pick Up and Delivery
- Generate Positive “WOM”
- Simple Action Big Impact
- What Are Feedback?
- Importance of Feedback
- Consequences of Ignoring Feedback
- Feedback is the Breakfast of Champion
- Customer is The King
- Common Problem in Building Rapport With Customers
- Bridging Interrelationship Between You and Your Customer
- How To Be Proactive in Building Connection
- The Commitment and Trust Theory in Relationshipl
- Power of Small Talk
- Challenges in Delivery
- Consequences of Poor Time Management
- Importance of Time Management
- Service Recovery with LATE Plan
- Phrases of Appreciation
- What Level of Service Do You Provide?
- Winning and Losing in the Pit Stop
- What Make Your Service Important to Your Customer
- Nice Work! Well Done! Keep it Up!
- Putting into Practice
- Do you hear me?
- Hear me talk
- Commit and trust
- Let’s plan what to do