Course Overview

This module covers knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges.

Course Objectives

• On completion of this module, learners will be able to :
• Develop knowledge of organisation’s product or service offerings and customer profile
• Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
• Provide post-sales follow up in accordance with the organisation’s guidelines
• Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

Course Outline

• Methods to develop knowledge of organisation’s product or service offering
• Understanding types of customers and their profiles
• How to build customer rapport and customer confidence
• Understanding organisation vision, mission, values and service standards
• Post-sales follow up
• How to respond to service opportunities
• Understanding service challenges and triggers in the service environment
• How to respond to escalated service challenges

Target Audience

The job role(s)/occupations that this module would be relevant to may include:

• Call Centre Supervisors / Team Leaders
• Assistant Store Managers
• Supervisors
• Service Team Leaders