Course Information
Schedules
- 9 May 2024 (Thu)
Registration period
11 Apr 2024 (Thu) - 8 May 2024 (Wed)
Price
HKD 1,150
(HKMA Member: HK$1,050
Non-member: HK$1,150)
(HKMA Member: HK$1,050
Non-member: HK$1,150)
Course Level
Study Mode
Duration
3 Month(s)
Language
English
Location
-
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Course Overview
In nowaday’s radically changing business environment, if companies want to be competitive, they have to pay special attention to manage customer service properly. Failure to do so would lead to reduced market share and becoming less competitive. The right amount of effort to devote to achieve customer satisfaction has to be assessed and attained through appropriate strategies and
tactics.
This course describes the techniques to achieve customer satisfaction and illustrates the success of visionary companies which achieve better financial performance through good customer sevice strategies and tactics.
What You’ll Learn
CONTENTS
I. Knowing Your Customers Thoroughly
1. Who knows customers better than anyone else?
2. Treating customers as an asset
3. What do customers really want?
4. Tailoring your responses to customers’ particular needs
5. What upsets customers?
6. Truths and rules of customer services
7.How to relieve stress and anxiety in customer services
II. Achieving Total Customer Satisfaction
8. The key tactics of customer satisfaction
9. The increasing importance of customer services
10. The product’s surroundings’
11. Keeping customers informed
12. Benefits of excellent strategies in achieving customer satisfaction
III. Pleasing Your Customers
13. Understanding basic human nature
14. How to satisfy customers and make them happy
15. Saying ‘no’ nicely
16. How to deal with diffi cult people
17. Why and how complaints happen
18. How to make upset customers happy again
IV. Best Practices In Achieving Customer Satisfaction
19. Corporate vision, mission and strategies
20. Tips and tactics to win customers
21. How to do little extras for your customers
22. Practising the best codes of quality service
23. Customer satisfaction and TQM
