Course Name

Excellence in Service

Introduction

In this course, we intend to provide a snapshot on the essentials of a good customer service. This falls into two areas, namely, how to effectively communicate with your customer, and how to deal with a complaining customer.

Provider

Macau Institute of Management

Objective

This course aims to teach the participants on:

How to build rapport with customers.

How nonverbal communication is interpreted by customers.

How to project professionalism and how to provide quality customer service over the telephone.

How to communicate effectively with customers through.

How to successfully serve upset customers, calm upset customers, and deal with abusive customers.

How to control your own emotions and reduce your level of stress.

Course Outline

Take seven actions to build rapport with your customers.

Provide quality customer service by following a three-step process.

Project a positive telephone image by following three guidelines.

Create a customer-friendly voice mail greeting and write easy-to-read e-mail messages.

Apply three proactive steps to prevent customers from becoming upset.

Avoid using verbal communication that negatively affects an upset customer’s attitude.

Follow an eight-step process to successfully serve upset customer.

Apply the actions in the calm acronym to control your own emotional.

Pre-requisite

N/A

Fee

Session Fee

Course Registration Due Date

Monday, May 20, 2002

Payment Due Date

Monday, May 20, 2002

Estimate Duration

2 months (for e-learning)

Class Limit

N/A

Medium of Instruction

English for e-learning session

Cantonese for tutoring session

Tutor

To be advised

Tutor Session

5 hrs. (including 2 hrs of virtual discussions)

Detachable

If under 15 enrolments, the tutoring will be cancelled

Remarks

A certificate of achievement will be awarded to participants who have successfully fulfilled the assessment(in tutoring class) requirement of the course. The certificates will be issued by the Macau Institute of Management, which is a recognized Higher Educational Institute in Macau.