THE ART OF CUSTOMER SATISFACTION

Elevate the quality of customer service to increase customer satisfaction

You are aware that maintaining and increasing customer satisfaction is crucial, but:

  1. You are uncertain about how to gain a genuine understanding of your clients, their needs, and expectations regarding your company's products, in order to deliver the valuable and desired value they are seeking.
  2. Each employee engages with clients in their unique way. How can you establish a shared understanding and approach among all employees to ensure every client feels satisfied?
  3. Employees are simply following customer requests without truly grasping their underlying needs and subsequently providing more suitable solutions or actions.

Through the "Art of Customer Satisfaction" course, you can develop customer satisfaction mindset and gain access to valuable tools and techniques that will help you elevate customer satisfaction

OVERALL

  • Duration:
  • Language:
  • Training venue:
  • Training methods:
2 days
Vietnamese
At client’s company as required
Practice skills through games, group discussions, presentations, case studies, role plays, and more.

Objective:

  • Enhance awareness of customer service and customer satisfaction
  • Understand clients, their needs and expectations for company's products
  • Improve problem-solving abilities and working professionally to increase customer satisfaction 

TARGET

  • Supervisors, First-line managers and Middle managers

CONTENT

Part 1. An overview of the "Customer Satisfaction"
  • Awareness of customer satisfaction, service quality, and quality management
  • The importance of "Customer Satisfaction“
  • Factors influencing customer satisfaction
  • Three fundamental factors to satisfy customers
  • Understanding the customer journey to increase customer satisfaction
Part 2. The role of a company representative
  • The ESCAPES model - factors that contribute to customer satisfaction with the company's products and services
  • 5 core principles of a company representative when working with clients
  • 3 roles of a company representative (Be Friend , Be Ambassador , Be Advisor)
  • 7 challenges on service quality and client loyalty
Part 3. Understanding your client
  • The MAN rule - 3 psychological stages of clients
  • 5 levels of service in the customer experience journey
  • 6 levels of emotional needs of clients
  • Understanding the personality of clients
  • The 5B principles - connecting and maintaining relationships with clients
Part 4. Enhancing customer satisfaction through effective communication skills
  • Use positive language when commucating with clients
  • Clarify client’s expectation and provide solution, build TRUST
    • Think: prepare before meeting with clients
    • Rapport: make good impression and build relationship with clients
    • Uncover: exploit clients’ information, understand clients’ insight
    • Solution: provide clients with solutions and advice
    • Take actions: carry out actions and persuade clients
Part 5. Skills for handling inquiries and complaints
  • Identify the reasons for client’s dissatisfaction and complaint
  • Understand the value of complaints
  • Handle complaints using the LATTE model
  • Effective negotiation strategies
  • 6 principles for effective persuasion
  • Enhance collarboration between departments to increase customer satisfaction
  • How to understand and measure client’s expectation & loyalty
Part 6. Action Plan

COURSE EVALUATION

Updating
 

Participants' feedback