BMC GROUP
Powering Your Global Business
Excellent Customer Service
Benifits:
Every business needs a plan for retaining customers, as they can provide ongoing revenue and, if you keep them happy, they can advocate for you to potential new clients. In addition to ROI for existing customers being typically higher than that for new clients, there are further strong justifications for adopting an organisation-wide customer strategy:
Achieving Service Excellence - 4 Key Elements:
- MOTIVATION 
- CHALLENGES
- IMPROVED SERVICE NEEDS, BEST SERVICE PRACTICE
- MEETING NOTES

Course Outline:
Team Collaboration
Good collaborative working environment between peers
Buddy system to support new hires on board smoothly

Situational Issues
Pandemic situation - Pressure of work (KPI) and life
Staff turnover and unexpected quarantine
Facing same tough clients - ongoing skills training

Service Standards
Standardised service quality    
Unified standards
Excellent services provided by the staff
Enhance the service cover during peak hours
BEST SERVICE EXAMPLE 1

Initiative & Opportunity
More proactive to approach clients
Interact with clients passionately
Share the brand story
Different stories to give consumers different feelings
Find visible and invisible client needs
Offer diversified choices
Cross selling
BEST SERVICE EXAMPLE 2

Objections
Handling client objections:
‘Fussy tastes’
Lack of brand awareness
High price  
How to provide quotation to customers

Customer Relationship Management
Follow up service contact - telephone and WeChat
Deepen the client relationship by WeChat
BEST SERVICE EXAMPLE 3


The general version of this course: 7 hours workshop.
We also can customise the course to match your business better.