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CUSTOMER FOCUS

FRONTLINE CUSTOMER SERVICE

Delight your customers with outstanding service
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is designed for anyone who wants to improve their frontline customer service skills. The workshop will provide plenty of opportunity for practice and reflection and participants will have some powerful takeaways they can apply straight after the workshop ends.
turn passive customers into advocates
personalise and modify your approach for different customers
cope with stress and manage your energy levels

LEARNING POINTS

  • Finetune their first impression to project professionalism
  • Adopt a customer-focused tone of voice
  • Show personalisation and adapt their approach
  • Go off script where appropriate
  • List how they can exceed expectations in their context
  • Build lasting relationships with customers
  • Stick to promises and build trust with customers
  • Manage difficult customers with greater confidence
  • Use empathy and assertiveness
  • Avoid burnout that can come with maintaining a service mindset

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    First Impressions
Create a professional first impression with your initial contact, grooming, body language and behaviour. Adopt a customer-focused tone of voice and learn how you can show total focus on your customer.

2.    Personalization
Explore how every customer is different and wants to be treated individually. Learn how you can demonstrate personalization by adapting your approach, using names and by going off script.

3.    Extra Miles
Explore how you can offer extra value in interactions. Identify the power of keeping promises and building relationships. Learn how you can move customers from being passive to company advocates by being proactive. Discover how to collaboratively problem-solve with customers.

4.    Service Recovery
Learn how to handle difficult customers with greater skill. Learn strategies for dealing with angry, demanding and talkative customers. Learn how to phrase empathetic phrases the right way and avoid escalation. Use transactional analysis to deal with conflict effectively. Discover when to utilize your assertive inner voice.

5.    Resilience
Learn how to avoid burnout and being drained by stressful encounters. Learn to switch off through perspective taking and stress management tools. Utilize the growth mindset to handle failures and setbacks.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00