Advanced Customer Service Re-engineering

29 April 2009 (Wednesday)

OBJECTIVES

Upon completion of the workshop, participants should be able to:

1. Recognize the upcoming trend of customer service development in Hong Kong and develop a positive mindset for purchasing Service Excellency
   
2. Analyze the psychological needs of their customers, thus to provide proactive service for increasing customer satisfactions and the feelings of being concern
   
3. Equip the most practical skills through case studies and communication exercises, thus to build rapport with customers, impress them at the initial stage of contacts

1. The trend of professional image building in Hong Kong
   
2. Analyzing the customers psychological needs
   
3. Five image re-engineering work to build up the corporate brand name:

-	Caring Heart: Principles to serve with care and adopt positive service work value
-	Smiling Face: Tips to retrieve energy and keep good mood at work
-	Patient Ears: Skills to become an active listener and explore the customer’s
	need
-	Confident Words: Skills to use appropriate social talk to establish relations with
	customers, and answer enquiries confidently to win their trust
-	Sharpened Eyes: Identification of observable signals during communication  for
	effective communication