Tag Archives: Customer Service

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Public Seminar: Critical Elements of Customer Service

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Customer service

Join us on July 28 and 29 from 9 a.m. to 5 p.m. for our Critical Elements of Customer Service public seminar. Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two day workshop will help you in all of these areas, and more!

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Participants will recognize that service delivery is an individual response value, understand how your own behavior impacts the behavior of others, develop more confidence and skill as a problem-solver, communicate more assertively and effectively and learn how to make customer service a team approach.

Course Outline

  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Presenting Yourself Properly
  • Setting Goals and Targets
  • Standards
  • Communication
  • Telephone Techniques
  • Managing the Talkative Caller
  • Dealing with Difficult Callers
  • Dealing with Challenges
  • Dealing with Difficult People
  • Increasing Your Assertiveness
  • The Problem Solving Process
  • Seven Steps to Customer Problem Solving
  • The Recovery Process
  • Eliminating Customer Service Problems

A course fee of 8,500 plus VAT includes instruction by an expert facilitator, small group workshops that provide active learning, snacks, lunch, a specialized student workbook and a personalized certificate of completion.

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About the Facilitator

Dr. Rosario Alzona holds a Master’s Degree in Statistics and Ph.D in Organizational Development. She is an accomplished Organizational Development professional with almost 20 years of experience in diverse workplace environments. She has varied experiences in organizational assessment, OD intervention design and implementation, learning and development and process/procedure design and development. Dr. Alzona has taken various Information Technology and OD Consultancy projects with several Consulting firms and has taught for ten years in the Graduate School of several universities and colleges in diverse topics of management and leadership. She is a frequent speaker at various seminars and workshops with topics on Leadership, Team Building, Organizational Assessment, Strategic Planning, Change Management and Appreciative Inquiry. She is a High-energy Trainer and Creative Facilitator, skilled in guiding learners through engaging breakthrough learning opportunities.


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Six Keys to Great Customer Service!

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By Yvonne Manzi
Social Media Officer, Profiles Asia Pacific


The lifetime value of one single customer is much greater than the added value of numerous single transactions. This is especially true in times when business is going badly, because loyal customers are more likely to heed a call for help or be patient through imperfect service. It is also true in our digitized era, where a bad online comment from a customer can go viral within minutes.

If you try and think of it from the customer’s perspective, you can see why it doesn’t take much for him or her to decide that your company isn’t worth their time and money. One bad experience is enough.

Profiles International, the affiliate of Profiles Asia Pacific, found that assessing core personality traits and a standardized set of skill measures provides clear indicators of probably success in a customer-facing role. In 1997, Profiles developed the Customer Service Knowledge Scale, and it has been refining its research ever since.

There are six behaviors that we finally identified in customer-facing employees that will make the biggest difference for your business.

1. Trust. Trusting individuals tend to believe that the motives of others are honorable. Find a good balance of trust that works for your business, you don’t want untrusting and unhelpful employees, but you don’t want naïve employees either!

2. Tact. How you say something to a customer can be just as important as what you say. If customers make mistakes or do not understand something, employees should take extra care to be patient and make them feel at ease.

3. Empathy. Customers need to feel that someone cares about their experience. Even if there is nothing the employees can do to solve an issue, it is important for them to show that they understand how important it is to the customer, and to still try their best to find ways to ease the situation. Frequent and honest communication is a good method to start with.

4. Conformity. The optimal degree of conformity for your customer-facing people depends on your business. The first thing to do is identifying your customer’s objectives and expectations, and then aligning your people with them. For a luxury hotel, for example, it is best to have low-conformity frontline staff that can make quick inventive decisions. But for a company that has to follow strict health and safety guidelines at all costs, it is best to have more conformed staff.

5. Focus. Customer service is about relentless focus. Your customer service employees should always stay focused and thus be quick and attentive, but they should also be able to identify when a customer does not want all of the information you are capable of giving them.

6. Flexibility. Companies that provide the best service think in terms of the customer, and this requires employee willingness and flexibility. However, highly flexible people can become bored of routine decisions, while inflexible people may appreciate routine decisions more than being exposed to important open-ended questions. It is important for you to identify what kind of people your company needs in selected areas, and then match the right people to the right jobs.


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