Course Introduction

Do you want to enhance your team’s responsiveness and communication skills? Do you want to handle customer complaints effectively? Do you aspire for your service team to provide heartfelt service? Do you want to improve service quality in every detail? Do you wish to build strong relationships with customers, turning them into long-term clients?

Every aspect of the service process and every action taken by employees shapes the customer’s impression of your product or service. How can you ensure that customers have a positive experience at every touchpoint, increasing their satisfaction and even creating delightful surprises? This is the essence of quality service.

Particularly when dealing with complaints or customers with negative emotions, how can you manage people and situations effectively? How do you address "mechanical service" within your team? From creating a good impression to building long-term relationships, from service staff to external customers, psychological techniques can be applied to enhance service quality.

Course Highlights

Comprehensive Section:

• The scope of heartfelt service

• Using practical psychological techniques in service processes to enhance customers' positive experiences

• Efficiently analyzing customer communication styles and service response strategies

• Responding to customer inquiries and requests while ensuring they feel the quality of service from staff

• Quickly equipping staff with the skills to build customer relationships and service secrets

• Improving employees' attitudes towards customer service and their work

• Communication strategies to calm customers’ intense emotions

• Using language skills and listening techniques to persuade customers and reach agreements, indirectly reducing complaints

• Building positive relationships with customers, helping them understand and appreciate staff’s follow-up assistance

• Integrating psychological techniques into the design of the organization's service processes

• Using coaching techniques (e.g., Field Coaching) to guide employees in achieving quality service as a team

Advanced Section:

Additional Services: Our academy offers a professional team providing Mystery Shopper services, allowing businesses and service personnel to review service processes from multiple angles. This helps in creating targeted service designs and training according to your industry. Institutional clients are welcome to inquire.