SCR-107    Customer Service Excellence for Effective Client Engagement

• Overview
• Course Objectives
• Course Content
• For Whom
• Schedule and Hours

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Customer Service Excellence is the ability to consistently meet and exceed customer expectations through professional, responsive, and value-driven service delivery. In today’s highly competitive business environment, customers not only expect quality products and services but also a positive and memorable experience throughout every interaction.

Excellent customer service begins with the right mindset, where empathy, accountability, and effective communication play a critical role in understanding customer needs and concerns. By building trust, demonstrating competence, and responding promptly, employees can strengthen customer confidence and foster long-term relationships.

This programme is designed to equip participants with the essential skills, attitude, and practical tools to deliver outstanding service experiences. Through a combination of customer-centric mindset development, communication techniques, and service recovery strategies, participants will be able to enhance customer satisfaction, loyalty, and overall organizational reputation.

The dynamic of this course will help the organization to achieve the following objectives:

• Instill an empathy-driven Customer Service Excellence mindset and behavior
  
• Build a strong and accountable team committed to delivering consistent, competent service to clients (Commitment & Competency)
  
• Prioritize tasks to be effective and responsive at work (Efficiency)
  

• Section 1: Building a Customer-Focused Culture
• Section 2: 5 Elements of Customer Service
• Section 3: Reliability – Building Trust Through Consistency
• Section 4: Assurance – Competence & Confidence in Service Delivery
• Section 5: Tangibles – Creating Positive First Impressions
• Section 6: Empathy & Emotional Intelligence in Customer Service
• Section 7: Responsiveness – Efficiency & Service Speed
• Section 8: 4-Step to Delivering Exceptional Client Experience
• Section 9 : Service Recovery & Complaint Handling
  

Department Heads, Managers, Executives, and other supporting staff.

This is a ​2-days programme.
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This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
 
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.

We are HRD Corp (Human Resource Development Corporation) Registered Training Provider.
​All of our training modules are claimable under HRD Corp.